Methodology
Outsourcing your customer service: our four-step method
From the first meeting to monthly reporting, every project follows the same process. Recruitment, training, supervision and indicators: here is how we set up your team, and how we help it improve.
01 · Getting started
Four steps, from the scoping meeting to performance management
The length of each step depends on your business and the number of people to hire.
1Scoping
Your needs, your objectives and the key performance indicators, defined together.
2Preparation
Team recruitment, training on your procedures and tool configuration, with a test phase.
3Launch
Supervised go-live, coached first interactions and adjustments in the first few days.
4Management
Weekly check-ins, monthly reviews and shared action plans.
02 · Recruitment
Hire fast, and hire right
Every candidate goes through the same steps, whatever the position. You can take part in the final interview.
CSS recruitment indicators, internal source.
03 · Training
Trained in customer relations, then in your product
Onboarding follows a set path, complemented by ongoing training. Our Training Station is open 24/7.
Day 1Welcome
Onboarding
Introduction to CSS, the work rules and the supervision team.
Day 2GDPR
Data protection
A full day, before any access to your tools or your data.
VariableDepending on your offering
Training on your product
Your procedures, your tools and your scripts, with your materials.
2 weeksHands-on practice
Coached interactions
The first calls and messages are handled alongside a supervisor.
3 monthsRenewable
Individual follow-up
Close follow-up of every new employee.
04 · Supervision
Two supervisors for ten agents
A supervisor and a quality coach oversee each pod of ten agents. The ratio adjusts to your business.
A work pod
05 · Indicators
Call center KPIs, tracked with you
Indicators are chosen during scoping. Here are the ones we track most often.
The share of incoming calls that are actually answered by an agent.
It drives team sizing and scheduling, hour by hour.
The average time spent on a request: conversation, hold time and follow-up data entry.
Read alongside quality, never on its own: a short handle time is worthless if the problem is not solved.
The score the customer gives right after their interaction with our teams.
It is cross-checked with call monitoring to identify interactions to review in coaching.
The likelihood that a customer will recommend your company, measured on a scale of 0 to 10.
Combined with verbatim feedback, it reveals what keeps your customers loyal or drives them away.
The score obtained on an evaluation grid built with you: greeting, accuracy, tone, resolution.
Regular calibrations ensure that every evaluator scores the same way.
06 · Continuous improvement
What quality spots, training fixes
Three teams work in a loop. A gap identified during call monitoring becomes coaching, then an instruction applied on the production floor.
Let's start with scoping
A single first meeting is enough to define your needs, your indicators and the right plan.