How It Works
From first conversation to a running operation.
Implementation phases
Before agreement
Define the operation
- 01
Discovery
We understand the work, the volume and what good looks like to you.
What happens
- Discovery call
- Walkthrough of current workflows and systems
- Volume, coverage and quality expectations
What we need from you
Time with the people who own and do the work today.
Outcome
A shared understanding of scope and whether we are a good fit.
- 02
Solution design
We turn requirements into a concrete operating plan and commercial proposal.
What happens
- FTE requirements and coverage
- Channels, workflows and responsibilities
- KPIs, reporting and review cadence
- Systems, access and security requirements
What we need from you
Access to documentation, policies and decision-makers.
Outcome
An operating plan and a clear monthly commercial structure.
Build
Prepare the team
- 03
Recruitment
We build a candidate pipeline against the agreed role profile.
What happens
- Sourcing and structured screening
- Language and practical assessments
- Optional client involvement in final selection
What we need from you
Input on the role profile and, if you wish, final interviews.
Outcome
A selected team ready to start onboarding.
- 04
Training
Client-specific product, process and systems training.
What happens
- Onboarding and account provisioning
- Product and workflow training
- Simulations using realistic cases
What we need from you
Knowledge base, training material and subject-matter time.
Outcome
A team assessed as ready for supervised live work.
Launch
Go live under control
- 05
Nesting
A controlled ramp into production with closer oversight.
What happens
- Gradually increasing volume
- Higher QA sampling
- Daily feedback and rapid corrections
What we need from you
Fast answers to open process questions.
Outcome
Stable quality at production volume.
- 06
Production
Full operations begin under Kordan’s day-to-day management.
What happens
- Scheduling, attendance and supervision
- Ongoing QA and coaching
- Regular operational reporting
What we need from you
Priorities, feedback and escalation decisions.
Outcome
A dedicated team running your workflow to agreed standards.
- 07
Optimization
Regular operational reviews keep the operation improving.
What happens
- Review of KPIs and QA trends
- Documentation and workflow updates
- Capacity planning for growth
What we need from you
Participation in scheduled reviews.
Outcome
Continuous improvement and planned scaling.
How long does it take?
Timelines depend on team size, role complexity, training requirements, system access and how quickly documentation is available. We build teams around confirmed requirements rather than holding idle staff, so we'll give you a realistic plan once scope is clear, not a generic promise.
Governance
A rhythm you can rely on.
01
Daily
Team huddles, attendance, workload balancing and issue logging.
02
Weekly
Operational report: volume, service levels, QA, backlog and escalations.
03
Monthly
Performance review with you: trends, corrective actions and upcoming changes.
04
Quarterly
Business review: scope, capacity planning and improvement priorities.
Commercial model
Every operation is different.
We scope teams around your requirements and provide a clear monthly commercial structure before launch: a dedicated team, a defined scope, agreed coverage and clear responsibilities on both sides.
Discuss Your RequirementsWhat shapes the scope
- Role complexity
- Team size
- Working hours
- Channels
- Languages
- Systems
- Management requirements
- Security requirements
- Training
- Service levels
- Workflow
FAQ
Process questions.
How does recruitment work?
We build a role profile with you covering skills, language level, systems experience and working hours. We then source and screen candidates through structured interviews and practical assessments relevant to the work. Where you want to be involved in final selection, we can build that into the process.
Can we use our existing CRM or helpdesk?
In most cases, yes. Teams typically work inside the systems you already use, with individual user accounts that you control. We confirm system access, permissions and any tooling requirements during solution design.
How quickly can a team launch?
It depends on team size, role complexity, training requirements, system access and how quickly documentation is available. We build teams around confirmed requirements rather than holding a bench of idle staff, so we'll give you a realistic timeline once scope is clear.
What happens as our workload grows?
We review volume and capacity with you regularly. When workload grows, we plan additional recruitment and training ahead of demand, and adjust management and QA coverage as the team expands.
Start with a discovery call.
A focused conversation about your workload, systems and standards. If we’re not the right fit, we’ll tell you.
Tell us what you’re trying to build.