Dedicated or shared: which one do you need?
| Dedicated team | Shared model | |
|---|---|---|
| Who answers | The same named people every day | Whoever is free in a multi-client pool |
| Product knowledge | Deep, built up over months | Broad but shallow |
| Pricing | Per person or per hour for fixed seats | Often per minute or per contact |
| Best for | Complex products, brand-sensitive service, steady volume | Very small or highly irregular volume |
Who is on a typical team?
A team starts with frontline agents and adds a leadership layer as it grows:
- Customer support agents by channel (phone, chat, email) or by language
- Technical support specialists for troubleshooting and bug reproduction
- A team leader for daily management, scheduling and escalations
- A quality assurance specialist reviewing conversations and coaching
- Back-office staff for order processing, data updates or refunds where needed
How do you choose the people?
You agree a hiring profile first: language level, experience, technical skills, availability and the personality your customers respond to. OLYMP BPO sources and screens candidates against it, and you can interview the shortlist before anyone is hired.
For a team of 5, staffing typically takes about 5–7 business days once the profile is agreed, and about 7–14 business days for a team of 10. Specialist roles and less common languages take longer.
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How do you onboard a dedicated team well?
- Share your standard operating procedures, knowledge base and examples of great service
- Run product training yourself, or train a few OLYMP trainers who then train the team (Train-the-Trainer)
- Give the team real access to your tools and internal channels, not exported spreadsheets
- Start on a share of volume and expand as quality scores stabilise
- Name an owner on your side who answers the team's questions every day in the first weeks
How should you manage the team day to day?
Treat the team as part of your support organization. Invite the team lead to your support meetings, share product roadmaps and release notes before customers see them, and review KPIs together weekly. The more context the team has, the fewer escalations reach your internal staff.
How does the team grow or change over time?
Teams usually grow seat by seat as volume or scope increases: a new language, a second shift or Tier 2 work. If someone leaves, OLYMP BPO starts sourcing a replacement while the operations team keeps coverage stable. OLYMP BPO's standard engagement is a minimum one-year contract after an initial trial period.