How it works
A method, not a mailbox.
Four stages take a workflow from bottleneck to steady-state. Every stage has a deliverable you can see, and the first 30 days are planned to the day.
- Stage 01
Discover
Confirm outcomes, volumes, systems, stakeholders, risks and current failure points.
- Stage 02
Design
Build queues, responsibility matrix, authority limits, SOPs, KPIs and escalation routes.
- Stage 03
Shadow
Train against examples, run supervised work, record exceptions and calibrate quality.
- Stage 04
Operate
Release defined work, measure service, coach weekly and improve the workflow.
Your first 30 days
What you do. What we do. Day by day.
Implementation is light on your time and heavy on ours. Here is the split.
| Period | You | We |
|---|---|---|
| Days 1–2 | Access owners, examples, current documents, priorities | Scope confirmation and access register |
| Days 3–5 | Review drafts and set authority limits | Workflow map, SOP v1, escalation matrix |
| Week 2 | Provide live low-risk cases and feedback | Supervised processing and daily calibration |
| Weeks 3–4 | Attend weekly review; approve exceptions | Steady-state queue management and baseline report |
| Day 30 | Confirm priorities and next workflows | 30-day review and improvement plan |
Governance
Service levels you can hold us to.
Every task carries a priority. Each priority has a definition, an acknowledgement time and an action commitment.
| Priority | Definition | Acknowledge | Action |
|---|---|---|---|
| P1 Critical | Immediate operational or customer risk; work cannot proceed | 30 minutes in coverage window | Escalate immediately; update every 60 minutes |
| P2 High | Time-sensitive issue due the same business day | 2 business hours | Action or owner assigned same day |
| P3 Standard | Routine queue item with no immediate risk | 4 business hours | Complete within 1 business day or agreed workflow SLA |
| P4 Planned | Project, reporting or future-dated task | 1 business day | By agreed milestone |
95%+
Tasks completed within SLA
97%+
Quality sample pass rate
100%
Critical escalations acknowledged
<3%
Rework caused by operator error
Quality controls
- –Mandatory fields and completion checklists
- –Random and risk-based sample review
- –Exception and rework log
- –Version-controlled SOPs
- –Client approval register for high-risk actions
- –Monthly root-cause review for repeat failures
Reporting rhythm
- –Daily status for critical or launch accounts
- –Weekly volume, backlog and SLA report
- –Monthly capacity and process review
- –Quarterly value and expansion review for Pods
- –Immediate incident notification where required
- –Named owner for every corrective action
Responsibilities
We execute. You decide. We review together.
A managed back office only works when authority is explicit. This is the line.
We execute
Routine steps inside approved SOPs; accurate logging; prompt escalation.
You retain
Policy, regulated judgement, commercial approvals, payment release and final decisions.
Jointly reviewed
Exceptions, quality trends, capacity, process changes and new-work acceptance.
We always escalate when
- –There is a threat of legal action, regulator contact or serious complaint
- –An instruction conflicts with policy, law or the approved SOP
- –Payment, refund, contract or employment authority is unclear
- –Sensitive data appears in an unapproved channel
- –A customer or worker is vulnerable, abusive or at risk
- –A deadline cannot be met within the available capacity