Process is the product
With client identity protected under NDA, this page carries weight the logo wall usually would: a buyer can audit a documented process. They cannot audit a logo.
Five phases, from discovery to steady state
Each phase names what we do and what you do. Naming the client's obligations is a maturity signal — vendors who hide them are usually the ones whose engagements fail in month two.
Step 1: Discovery
Three to five working daysWe can describe your process back to you accurately enough that you have nothing material to correct.
Step 2: Scope and SLA
Three to five working daysA signed scope and SLA that both sides could hand to a stranger and have understood.
Step 3: Recruit and train
Two to four weeks, depending on team size and specialismThe team can complete a representative task correctly, unaided, against your documentation.
Step 4: Pilot
Two to four weeksQuality is stable at the agreed standard for a full week without escalation.
Step 5: Steady state
OngoingNot applicable — but if the quarterly review stops producing changes on either side, the engagement has gone stale and should be re-scoped.
Phase 01 — Three to five working days
We do
- Run a scoping call against a structured agenda, not a generic sales script
- Map the work as it happens today, including the parts nobody has written down
- Identify volume, seasonality and the shape of your peaks
- Flag anything that makes the engagement harder than it looks
You do
- Give us access to someone who actually does the work, not only the person who manages it
- Share volume data, even where it is messy or incomplete
- Tell us the constraints — budget shape, regulatory limits, internal politics
Phase 02 — Three to five working days
We do
- Write the scope: what is in, what is out, and how edge cases are handled
- Propose SLA targets grounded in your actual volume rather than a template
- Define the reporting pack and its cadence
- Agree the engagement model, team shape and commercial terms
You do
- Review and challenge the scope — a scope agreed without argument usually means it was not read
- Confirm the SLA targets are the ones your business is actually judged on
- Sign the master services agreement, statement of work and data processing agreement
Phase 03 — Two to four weeks, depending on team size and specialism
We do
- Source and assess candidates against the profile the scope requires
- Run background verification before anyone is offered a place on your account
- Execute confidentiality agreements on day one of employment
- Train to your process, tone and tooling, using your real documentation
You do
- Interview the account owner, and the team leads if you want to
- Provision named accounts in your systems, scoped to the work
- Give us two to three hours of a subject-matter expert’s time for the handover
Phase 04 — Two to four weeks
We do
- Run live work at reduced volume with every output reviewed before it leaves
- Report daily rather than weekly through the pilot
- Log every gap in the documentation and close it as it is found
- Calibrate the QA scorecard against your judgement, not ours
You do
- Review the early output honestly — the pilot is worthless if problems are noted politely and not raised
- Attend a short daily check-in for the first week
- Confirm the SLA targets are achievable, and renegotiate them now if they are not
Phase 05 — Ongoing
We do
- Deliver to the agreed SLA, reported weekly
- Run sampled QA and monthly calibration
- Hold a monthly operational review and a quarterly business review
- Propose improvements from what the team sees daily — they will spot things you cannot
You do
- Give one hour a month to the review, and half a day a quarter to the business review
- Tell us about changes before they land, not after the tickets arrive
- Escalate when something is wrong rather than absorbing it quietly
Roles, not a call centre
Account owner
Accountable for the engagement as a whole: scope, SLA, reporting and commercials. Not the person doing the daily work, so they have the time to actually own it. Reachable directly.
Team lead
Runs the day-to-day: allocation, escalation, coaching and shift cover. Your first call when something operational needs to change today.
Quality lead
Independent of the delivery team. Runs sampled scoring and monthly calibration, and reports quality findings to you directly rather than through the team they assess.
Founder
Ashish Sharma is the final escalation point on every account, and that is not a formality — it is the one thing a firm this size can offer that a large provider structurally cannot.
What you hear, and when
| Rhythm | What | Channel |
|---|---|---|
| Daily | Shift handover note and blocker list | Your Slack, Teams or email |
| Weekly | Operational report — volume, SLA attainment, quality sample, exceptions | Written, delivered by end of Monday |
| Monthly | Review — trends, root causes, improvement actions with owners | Sixty-minute call with the account owner |
| Quarterly | Business review — outcomes against objectives, capacity plan, commercial review | Half-day, scheduled a fortnight ahead |
How quality is actually measured
What is scored
Accuracy against your rules, tone and brand fit, process adherence, resolution quality, and documentation. Five dimensions, each with a published definition — not a single overall number that means nothing.
How the sample is drawn
At random, from every team member, every week. The sample size is agreed at scoping and stated in the SLA. Neither the agent nor the team lead chooses which work is reviewed.
Calibration
Once a month your team and our quality lead score the same items independently and compare. Divergence means the rubric is ambiguous, and the rubric gets fixed before anyone is coached against it.
What happens with a low score
Coaching first, with a defined re-check. A second failure moves to a formal improvement plan. A third means we replace the person on your account at our cost. The path is written into the SLA so nobody is improvising under pressure.
What happens when something is wrong
| Severity | Definition | First response | Path |
|---|---|---|---|
| Standard | A routine question or a request that is not blocking work | Within the working day | Team lead |
| Elevated | Work is blocked, or a quality issue is affecting a customer | Within two hours during your coverage window | Team lead, then account owner |
| Critical | An SLA breach in progress, a security concern, or a live customer-facing incident | Within one hour, at any hour | Account owner immediately, founder notified |
Who ends up on your account
Sourced for the role, not the pool
Hiring is against the profile the scope requires. Where an account needs a specialism — an accounting background, technical support literacy, a specific language — that is a hiring criterion, not something trained around afterwards.
Assessed on the actual work
Candidates complete a task that resembles the job: a real ticket, a real reconciliation, a real research brief. Interviews test how someone talks about work; a work sample tests the work.
Background verification before placement
Identity, education and employment history are verified before anyone joins a client account.
Confidentiality from day one
Every employee signs a confidentiality agreement on joining, covering all client information regardless of which account they work on, and it survives their employment.
Shifted to your hours
Shift map
Nagpur local time (IST)
- US Eastern9:00am – 6:00pm ET
6:30pm – 3:30am IST · Night shift, Nagpur
- US Pacific9:00am – 6:00pm PT
9:30pm – 6:30am IST · Late night shift, Nagpur
- UK9:00am – 6:00pm GMT
2:30pm – 11:30pm IST · Evening shift, Nagpur
- India / APAC9:00am – 7:00pm IST
9:00am – 7:00pm IST · Day shift, Nagpur
The exit plan, published before you need it
Publishing your exit plan is the strongest trust signal available and almost nobody does it.
Step 1: Notice
Thirty days in writing after the first term. No exit fee, and no charge for the transition work itself.
Step 2: Knowledge transfer
A documented handover pack: process documentation, decision log, open items, contact points and known issues. Delivered in the first week of the notice period so you have it before the team stands down.
Step 3: Parallel running
Where you are moving the work to another team, we will run alongside them for an agreed period so nothing drops during the crossover.
Step 4: Data return and deletion
All client data returned in an agreed format, then deleted from our systems, with written confirmation of deletion and the date it completed.
Step 5: Access revocation
Every named account we hold in your systems is enumerated and revoked, and we send you the list so you can verify it against your own audit log rather than taking our word for it.
How We Work FAQ
How long does it take to get a team up and running?
Two to four weeks from a signed scope to a trained team starting the pilot phase, for a mainstream engagement. Specialised or regulated work — licensed accounting support, for instance — usually takes longer because the hiring bar is higher.
Will your team be available during our business hours?
Yes. Shifts are aligned to US Eastern, US Pacific or UK business hours as required, not to Indian Standard Time. The coverage page shows the actual shift mapping rather than a vague "24/7" claim.
Who manages the team day to day?
A named account owner is accountable for the engagement, supported by a team lead who runs daily operations and a quality lead who is independent of delivery. The founder is the final escalation point on every account.
What happens if quality drops?
The weekly QA sample surfaces it before you would notice it yourself. The SLA includes a written remediation path: coaching with a re-check, then a formal improvement plan, then replacement at our cost if it does not recover. None of this is improvised after the fact.
How do you hire and vet the people who work on our account?
Candidates are sourced against the profile the scope requires and assessed on a real work sample, not just an interview. Background verification is completed and a confidentiality agreement is signed before anyone is placed on a client account.
What if we want to leave?
Thirty days’ notice after the first term, no exit fee. A written transition-out plan — agreed at the start of the engagement, not negotiated at the end — covers knowledge transfer, data return and deletion, and access revocation.