Dedicated & Outsourced Chat Teams

Dedicated / Outsourced Chat Teams

When a pilot proves the model, you can scale to a team that is dedicated to your operation. GCO recruits, trains, supervises and manages it, so you get a chat team without building one.

Start Your 7-Day Free Pilot Book a Call

Free 7-day pilot
No setup fee
No long-term commitment
Continue after the pilot only if you choose

The business need

Building an in-house chat team is slow and distracting

Recruiting, training, scheduling and managing operators pulls attention from your product and rarely scales cleanly.

Hiring and training take months
Scheduling and coverage are a constant puzzle
Quality depends on management attention
Scaling up or down is slow

What GCO manages

What we run for you

Team structure: operators and supervisors
Training and onboarding to your operation
Scheduling and capacity planning
Quality supervision and reporting

Delivery model

How GCO delivers it

Start from a pilot

The pilot defines the workflow, volume and standards that the dedicated team will run on.

Team sized to your demand

We size the team to your volume and coverage, and adjust it as your operation changes.

Managed by GCO

Staffing, supervision, escalation and reporting are run by GCO on its platform.

Operational workflow

How a conversation moves

Pilot results define the operating model
The team structure and capacity are agreed
The team is onboarded and goes live
Supervisors manage quality and escalations
Capacity is reviewed and adjusted with you

Capabilities

Dedicated operators and team leads
Capacity and workload visibility
Supervision & QA
Defined escalation path
Reporting on operations
Scaling up or down with demand

Ideal for

Companies moving from a pilot to a standing operation
Platforms with steady, high chat volume
Teams who want to outsource chat operations end to end

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.

The 7-day pilot

What the pilot looks like

The 7-day pilot is the first step: it defines the workflow and standards. After Day 7, if you choose to continue, we agree the team structure and commercial terms with you.

Start Your 7-Day Free Pilot Book a Call