Tone of voice document
Before any agent answers a call, they read your tone-of-voice document: how you greet, how you de-escalate, how you sign off. We treat this like brand guidelines, because it is.
Email + phone identity
Outsourced staff use your email domain, your phone number, your CRM signature lines. To the tenant, the brand is one continuous experience.
Escalation rules
Clear written rules for what gets handled, what gets escalated, and to whom. Written down. Versioned. No ambiguity.