The back office and the front line, staffed by named people

Yes. Round-the-clock cover runs as three shifts against one documented playbook, so an overnight customer gets the same answer as a daytime one.

Weekend and holiday cover is agreed in the contract rather than improvised — including which public holidays apply, since ours and yours are unlikely to match.

Onboarding starts with your existing material — macros, past tickets, escalation rules — and a supervised period where our agents draft and your team approves.

Agents move to unsupervised handling once accuracy holds on a sample you review. That usually takes two to four weeks depending on product complexity.

Cover comes from a cross-trained colleague already on your account, not from a shared pool. Every account has at least one backup trained on the same playbook.

If a team member leaves, we recruit and train the replacement at our cost, with an overlap period wherever notice allows.

We work in yours. Teams have run in Zendesk, Freshdesk, eDesk, Jira Service Management, HubSpot and Microsoft Dynamics 365, alongside marketplace message centres.

Where you use something we have not seen, we learn it during onboarding — that is a normal part of setup, not a change request.

Ophthalmology billing runs on scoped access and managed machines inside our own facility, with the agreements you require signed before access is granted and no patient data on personal devices or consumer tools.

We are happy to walk your compliance team through the controls beforehand, and to work entirely inside your environment if that is the requirement.

Pricing is per dedicated team member, per month, by role and shift pattern. There is no per-ticket or per-minute billing to argue about at month end.

Billing is monthly. Either side can end the engagement for convenience on sixty days’ written notice (Terms 23.2) — the notice period exists because these are salaried employees on your account, not a pool that can be stood down the same week. If quality slips we retrain or replace at our own cost first.

Three to four weeks, and support is the line where compressing it costs the most. Product and policy knowledge is the service; an agent who starts next week and cannot answer a customer generates escalations rather than relieving them.

The schedule is roughly a week documenting your escalation rules and tone, one to two training against them, and a supervised first week on live tickets. Medical billing takes longer because access and compliance paperwork comes first, and that is not a step to rush.

Every queue runs against a written QA rubric agreed before go-live, with the error rate and the ageing backlog both reported — a report showing only throughput hides a queue quietly failing.

If quality slips we retrain or replace at our own cost. The contractual remedy is re-performance or correction within a reasonable time, or a refund of the fees for the non-conforming part where that is not practicable (Terms 20.2).

Sixty days' written notice either way for convenience (Terms 23.2), or immediately for a material breach the other side has not fixed within thirty days.

Notice-period fees for assigned agents remain payable where you end it for convenience — they are salaried people on your account, not a pool that can be redeployed the same week. Transition assistance runs up to thirty days so the queue does not simply stop.