Time-tested playbook in managed services + high quality talent pool

While each engagement is different, with years of experience we've developed a robust set of best practices that empower us to confidently tackle projects of any complexity.

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We create tailored solutions with global impact

From content review to incubation as a service, we've got you covered. We offer cost efficiency, high quality talent, full spectrum of EU and APAC languages, fast ramp up and scalable headcount capacity.

How we do it

  • Accountability

    Setting up measurable & achievable targets, undertaking full responsibility from Day 1, ongoing reporting, documenting key operational processes, setting up incident response protocols

  • Quality

    Experienced delivery team, rigorous training, knowledge management, gating exams, ongoing quality assurance and course correction protocols

  • Talent pool

    Qualified impact sourcing, deploying experienced agents, ongoing performance management, incentives for performance excellence

  • Attractive rates

    Up to 40% savings compared to conventional onshore rates, volume-based discounts

1 - Planning

Setting core team & success metrics
Setting up training framework
Hiring & Onboarding
Training
Production & Quality ramp-up

1 week

2-4 weeks

4-6 weeks

6-8 weeks

Agents cleared for production

2 - Training

  • Setting up training program

    • 1. Building training materials
    • 2. Creating “classroom” sessions & individual training
    • 3. Setting up collaboration framework

  • Knowledge management

    • 1. Setting up a set of golden samples and addressing corner cases
    • 2. Setting up training groups of 3-5 per trainer
    • 3. Managing performance

  • Deploy proven best practices

    • 1. Utilizing live “classroom” sessions in combination with self-study
    • 2. Pre-recorded video sessions
    • 3. Practice tasks

  • Gating exams
    & Ongoing support

    • 1. Product knowledge testing before agents are cleared to start on a workflow
    • 2. Post-training reverse shadowing sessions

3 - Ramping up

  • Daily QA & feedback during quality ramp up

  • Monitoring productivity, utilization and other key business metrics, calibrating expectations if needed

  • Setting up incident response protocols

4 - Reporting & Metrics

  • Ongoing service level reporting (utilization rate, average handling time, productivity and quality benchmark)

  • Standardizing reporting structure

  • Regular business review meetings

  • Utilizing data management tools (dashboards, running reports)

5 - Quality assurance

  1. Ongoing workflow output sampling
  2. Quality assurance review of sampled output
  3. Constant feedback to agents for quality improvement
  4. Retraining and ongoing refreshing sessions

Reach out today to explore how Contio can transform your operations.

Let`s collaborate to take your business to the next level.

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