OPERATING MODEL 02

Shared Team

Flexible support without full dedicated headcount.

HEAR.ON handles your agreed workload through a trained shared team. Capacity can flex around defined calls, messages, bookings, follow-ups or campaigns while supervision, quality and reporting remain managed.

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THE IDEA

Use the capacity you need. Keep the operating discipline.

Your business may need support for part of the day, a limited number of customer conversations, extra coverage during peaks, or a short-term follow-up workload. Instead of assigning full-time resources exclusively to the account, HEAR.ON routes the agreed work to trained shared resources within a controlled operating setup.

DAILY SUPPORT

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

OVERFLOW

Additional capacity when demand exceeds the normal internal or dedicated setup.

CAMPAIGNS

Short-term outbound, re-engagement or follow-up activity with a clear scope.

OWNERSHIP

Shared resources. Client-specific rules.

YOUR BUSINESS DEFINES

Approved information & policies
What agents can and cannot do
Service windows & demand assumptions
Business exceptions / approvals

HEAR.ON MANAGES

Agent allocation & scheduling
Training against the approved scope
Supervision, QA & coaching
Interaction tracking & reporting

HEAR.ON

The resources are shared; the client knowledge, workflow and outcomes remain defined inside the agreed operating scope.

HOW IT WORKS

A shared team should still feel controlled.

SCOPE

Define eligible interactions, channels, knowledge and authority.

TRAIN

Prepare the shared resources that may handle the agreed workload.

ROUTE

Direct eligible work into the correct queue and client workflow.

REPORT

Track outcomes, exceptions, service levels and volume by client.

COMMERCIAL STRUCTURE

What shapes the setup.

The commercial structure depends on how much availability needs to be reserved and how predictable the workload is. Volume bands, service windows, channels, languages, complexity and response expectations all affect the final setup.

Expected volumeReserved availabilityService windowsChannelsLanguagesComplexityResponse targets