Start with the customer journey
List the reasons people contact you, the channels they use, and what a helpful resolution looks like. Include both routine questions and complex cases.
Understand the workload
Share recent volumes, peak periods, average handling needs, and language requirements. These details help shape staffing and coverage assumptions.
Document the working model
Agree responsibilities, access requirements, knowledge resources, and escalation owners. Make it clear how an external team will work with your internal people.
Define how quality will be reviewed
Choose service measures that fit the task. Include customer experience, process adherence, coaching, and a regular review rhythm—not just speed.