OPERATING MODEL SHARED TEAM

Flexible capacity for a defined customer workload.

Flexible support without full dedicated headcount.

A shared HEAR.ON team can handle eligible calls, messages, bookings and follow-up within an approved scope. The model is designed for variable or lower-volume demand that does not require full dedicated headcount.

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Best Fit

Start here when demand is variable or still developing.

Shared delivery can support defined daily work, overflow, recovery activity or limited campaigns. The service still requires client-specific knowledge, separation rules, workload limits, backup and clear peak handling.

DAILY SUPPORT

Defined calls, messages, bookings or follow-up during agreed service windows.

OVERFLOW

Eligible work that exceeds an internal or dedicated setup, subject to agreed routing and capacity.

RECOVERY WORK

Missed calls, no-shows, incomplete bookings and other measurable follow-up queues.

LIMITED CAMPAIGNS

Short-term activity with an approved audience, script, outcome and end date.

Control and Separation

Shared resources do not mean shared customer context.

CLIENT DEFINES

Approved information, permitted actions, service windows, demand assumptions, client owners and exception approvals.

HEAR.ON MANAGES

Allocation, training for the approved scope, supervision, quality requirements, workload routing and client-level reporting.

HEAR.ON

Each client scope defines approved information, access, eligible work, authority, service windows and outcome records. HEAR.ON schedules and supervises the shared resources while keeping work and reporting separated by client.

Shared Team Flow

A shared team should still feel controlled.

01 SCOPE

Define eligible interactions, channels, knowledge and authority.

02 PREPARE

Train the resources who may handle the approved work.

03 ROUTE

Send eligible work to the correct queue and client workflow.

04 MONITOR

Track volume, workload limits, service levels, exceptions and outcomes.

Commercial Conditions

The proposal reserves capacity around an expected workload.

The commercial structure includes a monthly minimum and is shaped by volume, reserved availability, channels, languages, service windows, complexity, response requirements, peaks and overage rules.

Expected volumeReserved availabilityService windowsChannelsLanguagesComplexityResponse targets