What partnering with Global Reach looks like…
We understand the importance of a seamless and efficient client onboarding process. From the moment you reach out to us, you'll experience our commitment to providing the highest level of support, guidance, and expertise to make sure that this is as smooth and stress-free as possible.
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Day 1
STAGE ONE
Discovery call
Day 2-5
STAGE TWO
Agent selection
Day 6-7
STAGE THREE
Agent training & going live
Day 6-7
STAGE FOUR
Ongoing support
Straightforward onboarding that moves quickly
Discovery call
Starting off on the right foot is vital. On our discovery call, your Client Success Manager will work through the details of the engagement with you. They’ll work with you to align on the following:
- Ideal agent profile
- Days and hours of service
- Channels being supported (e.g. phone, email, chat, ticket)
- Systems & tools in use (e.g. CRM, ticketing system, dialler, knowledge base)
- Type of support use case (e.g. overflow, blended, bilingual, technical)
- Reporting requirements
- KPI & SLAs
Discovery typically only takes one call, but if you need more time to engage with additional colleagues on specific areas, that’s no problem.
Agent selection
You wouldn’t hire just anyone in-house, and neither do we. Unlike typical outsourcers who need to assign spare agents regardless of fit, we source agents that align with your ideal agent profile.
So whether you need people who are: great on the phones, problem-solvers, to mirror your customer demographic, or whatever it is you need – we deliver specific agent expertise in line with your requirements.
And we’ll manage your outsourced agents closely to help ensure that only the best-suited agents are supporting your business long-term.
Agent training & going live
No one knows your business like you do, which is why we ask for the first round of agents to be trained by you with our Team Leaders in attendance. It’s no different to training in-house staff. Plus, it gives you confidence that the team know exactly what they need to do to get the job done properly.
Once we know what success looks like, we’ll take over any future training sessions if the agent group needs to change or grow – lifting this burden away from you going forward.
Only once you’re happy that the first group of agents are properly trained and set up with the appropriate tech do we go live.
Confirm booking
You’ll have a dedicated Account Manager who talks to you and keeps you informed regularly. We’ll also set you up on the Global Reach portal so you can see how agents have been performing, who’ll be working when, and what they’ve been up to. Plus, we’ll handle ongoing:
- Agent training
- Agent management
- Quality assurance
- Performance analysis
- Reporting, and more
You can meet with us at a cadence that suits you. And we’ll discuss your ongoing resource needs, campaign performance and strategy.
Frequently asked questions
Can your outsourced agents work with my in-house team?
Yes, Global Reach agents are experienced at working flexibly alongside our clients’ in-house teams in a range of sectors.
We act as a seamless extension of your team, providing you with the additional capacity you need, when you need it.
How quickly can the service be up and running?
How easy is it to scale support up and down?
Global Reach lets you rapidly scale support up and down according to demand. With our pay-as-you-use model, you can select:
- How many agents you need
- When you need them
- And for how long
So you can keep costs low without compromising on excellent customer service.
Can you support foreign languages?
Yes, we can and do deliver multilingual customer services. Although our team is based onshore in the UK, we have a broad network of agents who can deliver support in:
- German
- French
- Spanish
- Italian
- And mor
Your customer service needs are our priority — and we can flexibly source agents for you based on your unique language requirements.
Can you use our systems?
Again, yes — our agents are experienced in adapting to different software, omnichannel tools, and CRM systems.
Get high-quality overflow customer service capacity with no disruption to your day-to-day operations and processes.
