A Structured Path From Onboarding To Launch
Most outsourcing relationships fail because the onboarding process is improvised. Ours isn't. Every Bravada engagement follows the same structured sequence — from discovery through go-live — with clear ownership, defined timelines, and no assumptions.
Discovery And Scope
Every engagement begins with a structured discovery process. We align on your service requirements, call volume, operating hours, compliance obligations, and the specific outcomes you need to achieve.
By the end of Week 1, we have documented your scope of work, confirmed your onboarding timeline, and identified any compliance requirements — including HIPAA if you operate in a regulated environment. Nothing moves forward until scope is clear and agreed.
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Document requirements and assess compliance needs
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Assign your Client Success Lead
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Prepare the hiring brief
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One to two hours of structured conversations with our onboarding team
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Review and approve the documented scope
Hiring And Selection
We recruit, screen, and select your dedicated team based on the profile defined during discovery. Our hiring process evaluates English fluency, bilingual capability, emotional intelligence, communication clarity, and cultural alignment with your customer base.
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Source, screen, interview, and assess candidates
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Conduct background checks and reference verification
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Hire only qualified candidates
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Receive regular hiring progress updates from your Client Success Lead
Training And Integration
Training is where your team becomes your team. We don't run agents through a generic program and hand them a script. We build a training curriculum specific to your business — your brand voice, your products or services, your escalation paths, your systems, and your standards.
By the end of the training period, every agent has completed your workflow training, practiced on simulated calls, passed our internal QA certification, and demonstrated readiness to a Bravada trainer and your designated point of contact.
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Build the full training curriculum from scratch
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Execute all training sessions and QA certification
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Integrate agents into your tools and systems
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Confirm readiness before go-live is approved
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Provide system access and internal documentation
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Conduct knowledge transfer sessions with our trainers
Supervised Go-Live
We do not hand you a team and disappear. Go-live is a supervised process — your Bravada team begins handling live calls with your onshore team available for escalation, your Client Success Lead monitoring performance in real time, and QA review running from the first day.
Full handoff occurs only after the go-live period confirms your team is performing to the agreed standard. If adjustments are needed, they happen before full handoff — not after.
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Monitor all live calls from day one
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Conduct daily QA reviews and provide immediate coaching
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Confirm readiness for full handoff with your sign-off
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Be available for escalations during the first week of live calls
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Provide real-time feedback on agent performance
Managed Performance
Go-live is not the finish line. It is the beginning of the ongoing management relationship that makes Bravada different from every other outsourcing option.
Your dedicated team lead manages daily performance, coaching, and escalation handling. Our QA team reviews calls on a defined cadence and patterns that need attention. Every week, you receive a performance report. Every month, we review it together and set priorities for the month ahead.
Answer rate, handle time, first contact resolution, QA score, and CSAT — delivered to your inbox every week.
Results against targets, coaching highlights, and any scope or volume adjustments reviewed with your Client Success Lead.
Trends, growth opportunities, and confirmation that the engagement is delivering the outcomes we agreed on.
Your CX Function — 90 Days In
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A fully trained bilingual team operating as an extension of your business — aligned to your brand and accountable to your KPIs.
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Defined escalation protocols, with clear paths for handling edge cases and exceptions.
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Weekly KPI reporting, providing consistent visibility into performance.
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A dedicated team lead responsible for day-to-day execution and oversight.
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A QA framework with established scoring and performance benchmarks.
Book Initial Discovery Call
We review your current setup, identify gaps, and assess fit. You leave with a clear understanding of whether Bravada is the right solution.
Book a Discovery Call