What It’s Like to Partner with Global Reach
We know how vital a smooth and efficient client onboarding process is. From your very first contact with us, you’ll experience our dedication to delivering top-tier support, expert guidance, and a hassle-free onboarding journey — making the process as seamless and stress-free as possible.
Straightforward onboarding that moves quickly
STAGE ONE
Discovery call
Starting off on the right foot is crucial. During our discovery call, your Client Success Manager will guide you through the details of our partnership. Together, you’ll align on key elements such as:
- Ideal agent profile
- Days and hours of service
- Supported channels (e.g., phone, email, chat, ticketing)
- Systems and tools used (e.g., CRM, ticketing system, dialer, knowledge base)
- Support use cases (e.g., overflow, blended, bilingual, technical)
- Reporting requirements
- KPI & SLAs
Discovery usually takes just one call, but if you need additional time to consult with colleagues on specific areas, we’re happy to accommodate.
STAGE TWO
Agent selection
You wouldn’t hire just anyone for your in-house team, and we hold the same standard. Unlike typical outsourcers who assign available agents regardless of fit, we carefully select agents that match your ideal profile.
Whether you need exceptional phone skills, problem-solving abilities, or agents who reflect your customer demographic, we deliver tailored expertise to meet your specific requirements.
Plus, we closely manage your outsourced agents to ensure that only the best-suited team members support your business over the long term.
STAGE THREE
Agent training & going live
No one knows your business better than you do, which is why we ask you to train the initial group of agents, with our Team Leaders present to support. It’s just like training your in-house staff and gives you confidence that the team fully understands what’s required to get the job done right.
Once we have a clear picture of what success looks like, we’ll take over future training sessions whenever the agent team changes or expands — relieving you of this responsibility moving forward.
We only go live once you’re completely satisfied that the first group of agents is fully trained and equipped with the right technology.
STAGE FOUR
Ongoing support
You’ll be assigned a dedicated Account Manager who will keep you informed with regular updates. We’ll also provide access to the Global Reach portal, where you can track agent performance, view schedules, and monitor their activities in real time. Plus, we’ll manage ongoing:
- Agent training
- Agent management
- Quality assurance
- Performance analysis
- Reporting, and more
We’ll meet with you as often as you prefer to review your evolving resource needs, campaign performance, and strategic direction.
Sounds good, so how much does it cost?
Here’s what our customers have to say
Frequently asked questions
Yes, Global Reach agents are experienced in working seamlessly alongside in-house teams across a wide range of sectors.
We act as a seamless extension of your team, giving you the extra capacity you need—exactly when you need it.
But don’t just take our word for it—read our Arbor Education case study to see what our clients have to say.