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OPERATING MODEL 01

Dedicated Agent / Team

Your customer service team. Without building it yourself.

Dedicated resources are assigned exclusively to your business, trained around your workflows and managed through HEAR.ON.

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THE MODEL

What this model means.

One agent or a dedicated team works only on your agreed operation. HEAR.ON manages the people layer — recruitment, onboarding, attendance, supervision, quality and reporting — while your business retains control of brand, products, policies and approvals.

OWNERSHIP SPLIT

Clear responsibility from the start.

01

YOUR BUSINESS CONTROLS

  • Brand, products & policies
  • Approved knowledge / scripts
  • Business decisions
  • Access and workflow approvals
02

HEAR.ON MANAGES

  • Recruitment & onboarding
  • Equipment / work setup as scoped
  • Attendance & replacement coverage
  • Supervision, QA & reporting
HOW IT WORKS

Scale the team as the operation grows.

01

AGENT

A single dedicated resource for a defined workload.

02

TEAM

Multiple dedicated agents working one operation.

03

TEAM LEAD

Dedicated supervision as size and complexity increase.

04

QA / OPERATIONS

Quality, training and management layers added where required.

COMMERCIAL STRUCTURE

Pricing follows the way the operation is designed.

Commercial structure is primarily shaped by team size, operating hours, languages, role complexity, supervision requirements, technology and the level of operational ownership.

Team sizeOperating hoursLanguagesRole complexitySupervisionTechnology / tools
WORKS WITH THE SERVICES

Choose what you want HEAR.ON to handle.

Inbound→Outbound→Digital Channels→Customer Operations→
HEAR.ON

Choose the service. Then choose how you want it delivered.

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