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Tawasul Contact Solutions

How we work

Nothing here is improvised.

Every stage has an owner, an output, and a point at which both sides agree it is complete. That is what makes an outsourced operation predictable rather than hopeful.

Engagement stages
5 defined phases
Hiring stages
5-stage pipeline
Typical time to pilot
Around six weeks

How we work

From first call to a live team, in five stages.

Nothing here is improvised. Each stage has an owner, an output and a point at which both sides agree it is complete before the next one starts.

  1. Scope

    Week 1

    We map the work you want to move: volumes, channels, systems, service levels and the definition of a good outcome. Where the scope is not yet clear, we say so before quoting it.

    • Volume and channel assessment
    • Target service levels
    • Commercial model

  2. Design

    Weeks 1–2

    Team shape, shift pattern, supervision ratio, escalation matrix and reporting cadence are designed against your scope — then written down so both sides are holding the same document.

    • Operating model
    • Escalation matrix
    • Quality scorecard

  3. Build

    Weeks 2–6

    The talent pipeline runs: sourcing, assessment, verification, then process and product training on your material. Systems access and data-handling rules are agreed in parallel.

    • Named team and supervisor
    • Trained on your process
    • Access and security scoping

  4. Launch

    Week 6+

    A pilot cohort goes live under close supervision, with daily review in the first two weeks. Volume ramps as quality holds, not on a fixed calendar.

    • Pilot go-live
    • Daily review in week one
    • Controlled volume ramp

  5. Operate & improve

    Ongoing

    Weekly reporting, monthly calibration and a quarterly business review with your account manager. Improvement actions are tracked to closure rather than noted and forgotten.

    • Weekly performance reporting
    • Monthly calibration
    • Quarterly business review

The talent pipeline

How the team on your account gets built.

This is the part clients rarely get to see, and the part that decides whether an outsourced team performs. Five stages, each with a gate that has to be passed before the next one starts.

  1. Sourcing

    Five parallel channels, so the pipeline does not depend on any single one.

    • Employee referrals
    • Virtual campus hiring
    • Online job boards
    • Social recruiting
    • Recruitment partners

  2. Assessment

    Filtered on capability, not just availability.

    • Profile fit
    • HR fit interview
    • Voice assessment
    • Aptitude testing
    • Competency interview
    • Typing assessment

  3. Offer & verification

    Checks completed before a start date is confirmed.

    • Background verification
    • Education verification
    • Work experience verification
    • Expectation setting

  4. Training

    Generic capability first, then your process specifically.

    • Voice and accent training
    • Process training
    • Knowledge handover
    • Certification to go live

  5. Onboarding

    The team joins your operation understanding how it is expected to behave.

    • Organisational culture
    • HR policies
    • IT security guidelines
    • Floor integration

Operational quality

Quality is a loop, not a report.

Each stage exists because the one before it produces something the next one needs. Take any of them out and the rest stops working — which is why we run all six on a fixed cadence rather than when there is time.

Measure

Interactions and transactions are sampled against a scorecard written for your process, not a generic template. Volume of sampling scales with team size and risk.

Daily sampling

Review

Quality analysts review scored work with the supervisor, separating one-off errors from patterns that indicate a process or training gap.

Weekly review

Coach

Feedback is delivered individually and documented. Coaching notes carry forward, so the next session starts from the last one rather than from zero.

Per agent, weekly

Calibrate

Analysts, supervisors and — where you want it — your own team score the same sample and reconcile differences. Without calibration a score is just an opinion.

Monthly calibration

Train

Recurring patterns become refresher training or a process change. Training content is versioned against the process it teaches.

Triggered by findings

Analyse

Performance, root causes and improvement actions are reported with commentary. You get an explanation, not an unattended dashboard.

Weekly and quarterly

Confidentiality by contract

Data-handling scope, retention and confidentiality obligations are agreed in writing before go-live, and reflected in individual employee undertakings.

Access scoped to role

Team members are granted the minimum system access their role requires, with joiner, mover and leaver changes handled as a defined procedure.

Documented process ownership

Every live process has a written owner on both sides. Changes are versioned rather than passed on verbally.

Continuity planning

Shift cover, cross-training and escalation contacts are planned so a single absence does not become a service incident.

Walk through the model with the people who run it.

A scoping call covers your volumes, the team shape it implies, and the reporting you would receive from week one.

Book a consultation Join our team

  1. A 30-minute scoping call

    Volumes, channels, systems and what good looks like.

  2. A written proposal

    Team shape, service levels and commercial model.

  3. A pilot, if it fits

    A small cohort live before you commit to scale.

Concept redesign.