How It Works
From first conversation to a running operation, through a 7-day pilot.
The pilot is how we prove the operation on your real workflow before you commit to scaling it.
The 7-day pilot is free. No setup fee. No long-term commitment. After the pilot, you decide whether to continue, under agreed commercial terms.
Step 0
Discovery & feasibility
We understand your workflow, volume, requirements, languages, coverage and operational fit, and confirm any integration the pilot needs is feasible.
Day 1
Setup & onboarding
We configure the workflow, access, queues and operating rules, and onboard operators to your tone and process.
Days 2–6
Live pilot
We run your real workflow with the agreed operating model, within the agreed scope.
Day 7
Performance review
We review operational results, issues, observations and next steps together.
After Day 7
Scale
If the pilot is successful, we expand the operation based on your actual requirements.
What the pilot is
- Scoped in advance: channel(s), volume and hours are agreed before Day 1.
- Technical feasibility confirmed beforehand, with any client access arranged before the pilot starts.
- A monitored operation with real operators and supervision, for the agreed scope only.
- Reviewed at the end, with a clear conversation about continuing.
What it is not
- Not unlimited custom development: new integrations outside the agreed scope are scoped as follow-on work.
- Not a substitute for the discovery step: a pilot starts once scope and access are settled.
Supervision & QA
Supervised work, with a defined escalation path.
Operations run under team leads who supervise live queues and review conversations against the standards agreed with you. GCO formalises this workflow further as the operation grows; we do not claim a large QA department, certifications or quality statistics.
- Team leads monitor queues, assignments and response timers
- Conversations are reviewed against the agreed guidelines
- Feedback goes back to operators; guidelines are refined with you
- A defined escalation path when a human decision is needed
Escalation
Operator
Handles the conversation and raises an escalation, with a reason and a note, when it cannot be resolved safely alone.
Supervisor / Team Lead
Takes the escalation, reviews the conversation, adds internal notes and resolves it, or escalates further when a client decision is required.
GCO Management / Client Contact
Handles escalations that need a decision from the client, records the decision, and closes the loop with the team.
Escalate when:
- The operator needs a decision
- Client-side approval is needed
- A sensitive or exceptional situation occurs
- The operator cannot safely resolve the conversation
Every escalation is recorded on the platform: who raised it, why, who handled it, each status change and the resolution.
Ready to test GCO with your real workflow?
Start a 7-day pilot and evaluate the operation with your real workflow.
The 7-day pilot is free. No setup fee. No long-term commitment. After the pilot, you decide whether to continue, under agreed commercial terms.