A 90-day pilot, six weeks to go live, a quality team that doesn’t report to your managers and contracts you can leave on 30 days’ notice. The whole method, start to finish.
Six weeks to a live team, six weeks of running it to targets, then a review where you decide. Pick a phase to see who does what.
Weeks 1–2Phase 1 of 5
Four parts, run the same way for every client. The people who score your team are never the people who manage it.
Independent QA5% of contacts
Analysts report to our quality director, not to your team managers. They score a random 5% of every agent’s work, at least eight conversations a week.
Your scorecard14 checks
Built from your policies in discovery. Accuracy and data handling are auto-fail; tone is weighted to what your customers care about.
CalibrationEvery 2 weeks
Your QA lead, ours and two team leads score the same five conversations apart, then compare. If they differ by more than 5 points, the scorecard gets clearer.
Weekly reportMondays, 9 am
Results against your targets, what changed and what we did about it, written and signed by your account lead.
Auto-fail, scores zero: Data shared with the wrong person · Wrong refund or credit amount · Rude or dismissive reply
“Tone: answer was correct, but the apology came after the policy. Lead it with the apology next time.”
Inês Carvalho, QA analyst, Lisbon
The same controls in all four studios, written into every contract and checked by an outside auditor once a year.
| Control | How it’s checked | Evidence you can see |
|---|---|---|
| Managed devicesStudio desktops we own. USB storage, printing and personal email blocked; screens lock after five minutes. | Device policy scanned nightly | Compliance export, monthly |
| Single sign-onYour tools through single sign-on with multi-factor on every login. | Leavers removed the same day | Joiner and leaver log |
| Clean-desk floorsNo paper, badge-controlled doors, cameras on every production area. | Floor walk every shift | Shift lead checklist |
| No personal phonesLockers at the floor entrance; second-factor codes from hardware keys. | Spot checks by security staff | Incident register |
| Least-privilege accessEach role sees only the fields it needs in your tools. | Account review with you, quarterly | Signed access review |
| Independent auditAn outside firm tests our security controls. | Once a year | Full report, under NDA |
| Data processing agreementYours or ours, naming every sub-processor. | Reviewed at every renewal | Signed DPA |
| Data stays with youCustomer records stay in your systems; our reports use counts, not exports. | Export rights disabled by default | Your tool’s admin settings |
Our security pack has the control summary, the latest audit letter, the sub-processor list and a DPA template. Your security team can have it before the first call.
Request the security packYour customers notice when agents change every few months. We pay, train and promote so they don’t.
Marisol RuedaTeam lead, Bogotá
Joined as an agent in 2019 and now leads 14 people on an outdoor footwear account. Seven in ten of our team leads were promoted from the floor like her.
Joel AbellanaProduct trainer, Cebu
Runs the three weeks of paid training every new hire passes before their first customer. He took the same course in 2018.
Thandi MokoenaSenior agent, Cape Town
Asked to move off a fraud queue after six months and moved the same week, on the same pay. Annual attrition across studios was 16.4% last year, against a target under 18%.
Rui ValenteBack-office specialist, Lisbon
Paid above the local median for the role, checked against an outside salary survey every year, like everyone on our floors.
We would rather keep clients because the work is good than because the paperwork is hard to get out of.
| Pilot | 90 days against targets agreed in discovery. Either side can stop at the end with no penalty. |
|---|---|
| After the pilot | A rolling agreement with 30 days’ notice from either side. No minimum term. |
| Billing | Per productive agent hour, invoiced monthly in arrears, payment in 30 days. Leads and QA are priced into the blended rate. |
| Set-up | No set-up fee. Discovery is free; hiring and training are included in the rate. |
| Service credits | Miss an agreed target two weeks running and up to 10% of that month’s fee is credited. |
|---|---|
| Changing size | Add or remove agents with two weeks’ notice; seasonal teams with four. |
| Leaving | We hand back macros, knowledge base edits and training material, and remove all access within 24 hours. |
| Paperwork | A master services agreement, a statement of work per team and your DPA. Most clients sign within three weeks. |
Straight answers to what buyers worry about before they sign. If yours isn’t here, ask the person who would run your team.
hello@parleyteams.com
Not unless you tell them. Agents work in your helpdesk under your brand, use your macros and sign off with their first name, the way your own team does. Most clients run a blind week during the pilot where nobody marks which replies are ours.
Usually because nobody could see quality until customers complained. Here an independent QA team scores every agent each week against your scorecard, and you read the results every Monday. If a target slips two weeks running, you get a written recovery plan within 48 hours and a service credit.
Yes. You can sit in on final interviews for the team lead and the first cohort, and you approve the certification test every agent has to pass.
Tell us four weeks ahead. Agents move to other accounts, so there is no redundancy cost passed on to you. Seasonal teams of 10 or more can also be planned as a fixed block from the start.
You do. Anything we write for your account is yours, and it is handed back in an editable format if you leave.
Not without your sign-off. Agents can use drafting tools you approve inside your helpdesk, but every reply is read, sent and signed by a person.
Most clients do. A common split is your team on complex or VIP cases, and ours on volume, nights and weekends. We agree the routing rules in discovery.
We read a month of your tickets and hand you a written team plan and a fixed price. Keep the plan even if you stop there.
