SCALE · FIX WHAT'S CRACKING
You already have a platform. It's not the platform that's failing.
Escalations are up. Backlog spikes every time volume ticks up. Quality depends on who's listening that day. Ty and her team fix the staffing, quality, and reporting that didn't scale with your growth. Eight to sixteen weeks, often phased.
Before Scale
After Scale
WHAT TY AND HER TEAM SEE BEFORE EVERY SCALE ENGAGEMENT
This is usually where you're starting from.
- Your platform's fine. Staffing, quality, and reporting never caught up with how fast the team grew.
- Escalations keep climbing, and nobody's sure if it's a training problem, a staffing problem, or both.
- Backlog spikes every time volume ticks up, then everyone scrambles instead of planning for it.
- Leadership's asking why CSAT is dropping while headcount keeps growing, and "we're doing our best" isn't an answer anymore.
“The instinct is always to hire first. That's usually the wrong first move. The staffing math, the QA program, and the reporting have to be right before another hire actually helps.”
TY GIVENS, FOUNDER
WHAT SCALE FIXES
Five things, fixed together, not sold one at a time.
Workforce management
Forecasting, scheduling, and a staffing model that matches coverage to when volume actually hits, not a guess.
QA program
A real scoring rubric and review cadence, so quality isn't dependent on which lead happens to be listening.
Advanced reporting and dashboards
Numbers leadership can actually trust in a board meeting, not a spreadsheet someone updates when they remember.
Escalation and workflow redesign
Fixing the specific points where tickets stall or bounce between people.
Training systems
Built so quality holds steady as the team keeps growing, not just in week one.
8 to 16 weeks
Timeline, often delivered in phases
Fixed price per phase
Pricing, scoped stage by stage
Cross disciplinary
WFM, QA, and reporting fixed together, not sold separately
HOW IT ACTUALLY RUNS
Five phases. All five start with I. That's not decoration, it's how Ty and her team keep a build honest.
Every Scale engagement runs the same structure, in this order. Fixing staffing, quality, or reporting out of sequence is usually what wastes the fix.
Investigate
Ty and her team look at where the operation's actually cracking today (staffing, quality, reporting) before recommending anything.
Intent
We agree on which discipline to fix first and in what order, since fixing them out of sequence usually wastes the fix.
Implementation
Ty and her team rebuild the staffing model, QA program, and reporting around your real volume and team.
Instructional Design
Training gets rebuilt alongside the fix, so quality holds as the team keeps growing.
Integrate
Your team runs the new system, with Ty and her team still in the room until the numbers hold up on their own.
WHAT THIS HAS ACTUALLY DONE
Real engagements, real numbers.
Absorbed a 50% increase in ticket volume without adding headcount.
CMO, The Detox Market
Tickets reduced 30%, response time down to under 2 hours, after a rebuilt help center.
CADOGAN
Rebuilt a guided product selection intake in under a week, collapsing a 2 business day SLA without adding headcount.
Guided product selection workflow, single engagement
13 consecutive 5 star Clutch reviews. Ecommerce, healthcare, nonprofit, and retail clients.
WHY NOT SOMETHING BIGGER
A bigger Zendesk partner turned a client away for being too small.
One healthcare client called Zendesk's own listed implementation partners first. More than one told them the project was too small, and sent them here instead. That's not a coincidence, it's a gap in this market. The big, official partners aren't built for a 5 to 20 agent team, and they'll say so themselves.
I'm not a BPO selling headcount, and I'm not a software vendor with a product to push. If the right move for your team is more staffing, more software, or an outsourcing partner instead of what I build, I'll tell you that directly, before I take a dollar from you.
WHAT HAPPENS AFTER
Ty and her team don't hand this off and let it drift back to where it started.
Every Scale engagement includes training built into the fix, so the new staffing model and QA program don't quietly decay six months after the team leaves.
If you want ongoing coverage after that (platform admin, QA, reporting upkeep), that's Operate. A separate, honest conversation. Not an upsell buried in the fine print.
WHO'S ACTUALLY DOING THIS
I'm Ty Givens. 25+ years building support operations at places like See's Candies, Thrive Causemetics, and The Honey Pot Co. before founding CX Collective. I lead every engagement personally, backed by a team that does the hands-on delivery. That's the whole pitch.
25+ years in support operations
Know exactly what's cracking before you throw more headcount at it.
Start with a two week Operations Assessment. You'll walk away with a scorecard and a straight read on whether Scale is actually the fix.
Get an Operations Assessment