Chat operations for businesses that live in conversation.

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.

Escalation

1. 1

   Operator

   Handles the conversation and raises an escalation, with a reason and a note, when it cannot be resolved safely alone.

2. 2

   Supervisor / Team Lead

   Takes the escalation, reviews the conversation, adds internal notes and resolves it, or escalates further when a client decision is required.

3. 3

   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.