Let's design your team in twenty minutes
One short call is enough to map what your operation could look like — the team, the coverage hours, the service levels you'd hold us to, and what it would genuinely cost compared with running it yourself.
You'll leave with something useful either way: a clear view of what the work should cost, how quickly a team could be running, and where your current setup is quietly losing money. Most people are surprised by that last part.
Choose a timePrefer to write first? There's an email option at the bottom.
Twenty minutes well spent, even if you're only exploring
By the end you'll have four things: a realistic view of what a team handling your work would look like, a cost range you can take to your board or your spreadsheet, an honest timeline for getting it running, and a proper like-for-like comparison against what you spend today.
That last one tends to be the most valuable. Most businesses have never costed their in-house support properly. Salaries are the visible number — employer National Insurance, pension contributions, holiday and sick cover, recruitment, equipment, desk space, and the management time absorbed supervising it all are the invisible ones. Together they usually add far more than people expect.
You don't need to arrive prepared. Rough volumes are plenty. If you know roughly how much work arrives each week and how many people handle it, that's enough for a genuinely useful conversation.
Here's exactly how it goes
No discovery theatre, no qualification script. This is the actual structure, and you're welcome to redirect any part of it.
What you're fixing
Not your org chart — the specific thing that made you start looking. Response times slipping, a backlog nobody has time for, weekend calls unanswered, skilled people stuck on filing.
Volumes and hours
How much work, which channels, when the peaks land, what hours genuinely need covering. This is where the team takes shape — and where clients often spot they've been staffing year-round for a three-week peak.
Standards
The service levels you work to, the quality bar you'd hold us to, and any compliance or data requirements shaping the design. Understanding these upfront makes everything after it faster.
What we'd build
The shape of the team, a realistic cost range, how quickly it could be running, and what a first phase looks like — clear enough to decide on without waiting for a follow-up call.
What this call is, and what it isn't
What it is
- A working conversation with someone who'll be involved in delivery
- A realistic view of cost, timeline, and team shape
- A proper comparison against what you spend today
- Your chance to interrogate how we hire, train, and pay people
- A clear answer on the call, not a week later
What it isn't
- A slide deck about our values and our journey
- A qualification call to book you into a real call later
- A pitch that ignores what you said and describes our packages
- A commitment of any kind
- Twenty minutes you'll wish you'd spent elsewhere
Pick a time that suits you
Choose a slot and you'll get an instant confirmation with a calendar invite. No forms to fill in first, no waiting to hear back.
Anyone can promise cheaper. We can explain why it's also better.
The saving comes from where the cost of employment sits — not from who we hire.What happens next
A written proposal
Team structure, coverage hours, service levels, and costs, set out plainly enough to put beside your in-house figures and compare like with like. Not a brochure. Usually within a few days of the call.
A first phase that proves it
Most clients begin with a defined scope or a small dedicated team. It's the fastest route to seeing the quality yourself, so the big decision gets made with evidence rather than promises.
Scale on your terms
Once the numbers and the quality reporting back it up, expanding is straightforward — more channels, more hours, more people, added as your volumes justify them.
The questions worth asking first
Answered properly here, so the call can start somewhere more useful.
What will it cost?
Cost depends on team size, coverage hours, and complexity — a team handling order queries and a team doing Tier 2 diagnostics aren't the same thing. We'll give you a realistic range on the call rather than a headline figure that changes once anyone looks at the detail.
What's worth knowing beforehand is how to compare it. Your in-house cost isn't salaries — it's salaries plus employer National Insurance, pension contributions, holiday and sick cover, recruitment, equipment, desk space, and management time. When clients build that full picture, the comparison usually looks considerably better than they expected.
What's it like working with a newer partner?
You get senior attention. The people who built this business are involved in running accounts, so decisions happen in a conversation rather than a ticket queue, and changes get made in days rather than quarters.
You also get a partner with everything to prove. Our reputation is being built by the clients we take on now, which means your account matters in a way it wouldn't at a provider managing several hundred. That shows up in responsiveness and in how quickly problems reach someone who can fix them.
And the fundamentals aren't new: graduate-only recruitment, structured Academy training before anyone touches your account, and documented quality processes from day one.
We've had a poor experience with offshore support before.
It's a common story, and the cause is almost always the same. The provider competed on price, which meant hiring cheaply, training briefly, paying poorly, and replacing people constantly. Customers felt it as scripted responses, agents who couldn't deviate from a flowchart, and a new face every few months.
Our model is built the other way round. Graduates only. Academy training before anyone touches a client account, then brand-specific training on your products, systems, and tone. And heavy investment in retention — progression, family healthcare, education support — because attrition is the mechanism through which outsourcing quality collapses.
Bring that experience to the call. Ask about pay, training hours, and expected attrition, and you'll get specific answers.
Do you work with businesses our size?
Almost certainly. We work with growing businesses that need a professional operation without the cost of building one internally — from small dedicated teams upward. There's no minimum you need to reach before the conversation is worth having.
How small can we start?
As small as makes sense for you — a single process, one channel, or a couple of people is a perfectly good first phase, and it's what we'd usually suggest.
Starting narrow means you see the quality for yourself before committing further, and it lets us learn your business properly rather than absorbing everything at once. Almost every account worth building starts this way.
What are the contract terms?
Terms are set out in the proposal and agreed with you, not imposed. Recruiting and training a dedicated team is a real investment, so there's usually a minimum commitment attached — we'll be upfront about exactly what we're asking for and why.
What we don't do is use contract length as a substitute for performance. The intention is that you stay because the service is good.
How do you maintain quality once we're live?
Quality measures are agreed during design and reported on an agreed cycle, so performance is visible as a number rather than something you discover through a customer complaint. Structured QA, call and ticket monitoring, and regular calibration are part of how accounts run from day one.
Underneath that sits the thing that matters most: retention. Experienced people who know your business deliver better service than a constantly refreshed team.
How is our data handled?
Access controls, storage, retention, and destruction procedures are agreed and documented before any work begins, alongside confidentiality agreements covering everyone on your account. If you have a data processing agreement you need us to work within, bring it to the call.
Formal certification such as ISO 27001 is on our roadmap. We'll always tell you exactly where we stand today, and work within whatever framework your compliance function requires.
Who will I be speaking to?
Someone involved in running accounts, not a salesperson working from a script who then hands you over. You'll be talking to the people who'd actually deliver the work.
Rather email first?
Send us the shape of the problem — what needs covering, roughly how much of it there is, and what you've tried so far. We'll come back within one business day with an initial view and a suggested next step.