Optimal OffshoreService 01 · Site build
Most offshore teams fail in the first 90 days.
It's almost never the people. It's the setup — a team dropped in and hoped for, with no plan and no gates.
01 ▸ The problem
The QBR nobody wants to run.
You hand a vendor your customers and hope the quarterly review looks good.
Programs drift out of SLA. Reporting turns into a black box. And by the time the numbers surface — the damage is already done.
02 ▸ Why it breaks
Five gaps every offshore build hits.
Bodies, not a plan.
Full rate from day one — for a team that isn't productive yet.
No quality gates.
Agents go live before they're certified. Quality craters early.
Capacity by guesswork.
No demand model — so you overstaff and burn cash, or understaff and miss SLA.
Knowledge in one head.
No run-book, no KB. The first resignation sends you back to square one.
A blind ramp.
You find out it failed only when it has already failed.
You don't need more seats.You need a site that's productive on a plan.
Quality gated at every step. Knowledge that stays. And a number you can watch — red-amber-green, in the open, every single day.
No black box · Operator-owned
03 ▸ How we do it
One system. Four gates.
Nothing scales until the gate before it is passed.
Diagnose
Before a seat is filled: volume + complexity study, a CTQ tree, and an Erlang capacity model. Tooling and telephony audited first.
Build
Staggered ramp waves, a supported nesting bay, day-one SOPs and QA calibration — governance stood up before go-live, not after.
Sustain
Sign-off gates, a live run-book, a locally-owned knowledge base, and a RAG governance board running from week one.
Enable
Train-the-trainer. Graduation from nesting to production is gated on certification — not on the calendar.
BenchmarkBenchmarked to the Genpact / Accenture transition-wave method — KT → reverse-KT → gated cut-over.
04 ▸ What you get
A site that's live on a plan — not a gamble.
Productive on a schedule
A ramp curve you agreed to — hit wave by wave, not hoped for.
Quality gated at nesting
No agent touches your customers before they're certified.
Knowledge that stays
A run-book and knowledge base that survive attrition.
A number in the open
RAG governance from week one, on a dashboard you can see.
Cost per seat that holds
Capacity modelled, not guessed — so the economics don't drift.
05 ▸ Held to the number
Four numbers we hold ourselves to.
Chosen with you on day one. Baselined to your KPIs, not ours.
How fast the new site hits SLA — measured, not promised.
Actual productivity vs. the planned curve, wave by wave.
Certified before live — quality gated at the door.
Modelled and controlled from the capacity plan up.
GovernanceRed-amber-green, in the open, every day. No black box.
06 ▸ Related services