We start from your measurable objective, not from a catalogue of services. Appointments, sales, answer rate, satisfaction: that figure drives everything else. Together we settle the target, the list, the operating hours and the tracking indicators.
Measurable objective and deadline
Target and starting list
Indicators chosen
One point of contact on each side
02
Scripts and tools · 2 to 3 days
Writing the script, the objection responses and the qualification rules. Configuring the CRM, the call statuses and the reporting format. Nothing goes live until you have approved the wording.
Script and objection tree
Written qualification rules
CRM and status configuration
Wording approved by you
03
Building the team · 2 to 4 days
Selecting advisers to suit your sector and the type of contact to be called. Training on your offer, your tone and your red lines. The stage ends with dry-run calls, listened to and corrected.
Advisers chosen, not randomly assigned
Training on the offer and the tone
Dry-run calls signed off
Named supervisor
04
Pilot launch · 1 week
A first wave on a representative sample. We measure what lands, spot the segments that do not respond, and correct the script before committing volume. It is the stage that hurried providers skip — and the one that keeps a list from being burned.
Representative sample
Every early call monitored
Script corrections during the wave
Green light before scaling up
05
Production and supervision · Ongoing
The supervisor listens, corrects and coaches daily. You receive the agreed reporting without having to ask, and you can listen to the call recordings whenever you wish.
Call monitoring and a shared evaluation grid
One-to-one adviser coaching
Reporting at the agreed pace
Access to the recordings
06
Continuous improvement · Every week
A weekly review of the figures: what is rising, what is slipping, which objections keep coming back. We shift effort towards the segments that convert and flag the ones worth dropping.
Analysis of refusals and objections
Effort shifted to the segments that perform
Script and list adjustments
Written recommendations
Quality control
How we know a call went well
Quality is not declared at a kick-off meeting. It is checked call by call, against a grid you know.
Regular call monitoring
The supervisor listens to a sample of each adviser's calls, at a frequency set during scoping. The recordings are available to you.
Shared grid
Opening, discovery, reformulation, objection handling, closing, compliance of the wording: every point is scored, and the grid is as much yours as ours.
One-to-one correction
An adviser slipping on an indicator is corrected and coached before it shows in your results.
Our advisers type directly into your CRM, with named access rights. No exports to stitch back together, no double entry, no data left sleeping in a parallel file.
A tool missing from this list is no obstacle: we train the team on yours during the scoping phase.
A team trained before the first call
Nobody goes on the line without having run the dry calls. It is the last step before launch, and it is never skipped. A first scoping conversation is enough to tell whether the phone is the right lever for you, and under what setup.
Stage 01