Scale · Fix what's cracking
You already have a platform. It's not the platform that's failing.
Scale is a phased rebuild of the workforce management, quality program and reporting that didn't grow with your team. Escalations climb. Backlog spikes whenever volume does. Quality depends on who happens to be listening that week.
Every Scale engagement starts with the audit. We don't quote a fix before we've seen what's broken, and the fee comes off the build.
8 to 16 weeks
Usually delivered in phases
Fixed price per phase
Scoped from the audit findings
Starts with an audit
We don't quote a fix we haven't seen
The question underneath this one
Should you fix it, or just hire?
"The instinct is always to hire first. That's usually the wrong first move. The staffing math, the quality program and the reporting have to be right before another hire actually helps."
Ty Givens, founder
Sometimes hiring is the answer, and we'll say so. But adding people to a staffing model that doesn't match your arrival patterns, or to a quality standard nobody wrote down, usually buys a bigger version of the same problem. The audit tells you which one you're looking at before you spend a year of salary finding out.
If the answer turns out to be "hire," you'll need to defend the number. We build that business case too →
What gets rebuilt
Five disciplines, fixed together.
Not because bundling is tidier, but because they produce each other. A quality score you can't trust and a staffing model that doesn't match your volume are the same problem seen from two angles.
Workforce Management
A forecast by interval rather than by month, shrinkage assumptions written down instead of assumed, a schedule that matches coverage to when volume actually arrives, and an intraday process for the days the forecast is wrong.
Quality Program
A scoring rubric built from what customers actually complain about, a review cadence with a sample size big enough to mean something, and calibration so two reviewers score the same ticket the same way.
Reporting
Definitions first, because half of reporting disputes are really disagreements about what counts as resolved. Then dashboards your leadership team reads without someone translating them.
Escalation and Workflow
The specific handoffs where tickets stall or bounce, redesigned so every step has an owner and a clock on it.
Training
Onboarding that produces a ramped agent in a number of weeks you can plan around, plus refreshers aimed at whatever QA keeps catching.
How the order gets picked
Fixing these out of sequence is what wastes the fix.
Your readout ranks the findings. Phase one is whichever one is blocking the others, and it's usually not the one that hurts most day to day.
Definitions before scores
You cannot score quality against a standard nobody has written down. If the rubric is the gap, that is phase one and everything else waits.
Staffing math before coaching
A low QA score on an agent working an impossible queue is a staffing finding wearing a quality costume. Get the capacity model right or you will coach people for a problem they did not cause.
Reporting last
Reporting on a broken process just measures the breakage faster. It goes at the end, once the numbers underneath it mean something.
How it actually runs
Five phases. Same order, every engagement.
The first one is already done by the time you get here. That's what the audit was.
Investigate
Already done. The audit found it, scored it, and priced each recommendation.
Intent
We agree which discipline gets fixed first, and what is deliberately not in this phase.
Implementation
We rebuild the staffing model, the quality program and the reporting around your real volume and your real team.
Instructional design
Training gets rebuilt alongside the fix, so quality holds as the team keeps growing.
Integrate
Your team runs the new system while we're still in the room, until the numbers hold 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 down 30% and response time 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, across ecommerce, healthcare, nonprofit and retail. Read the case studies →
What happens after
The fix is built to hold without us.
Training is built into the rebuild, so the staffing model and the quality program don't quietly decay six months after we leave. Plenty of teams run it themselves from there. That's a good outcome, not a lost sale.
Scale is a project. Operate is a retainer.
Scale fixes the five disciplines together, once, and hands them back working. Operate is where we run one or more of them for you every week, ongoing, if you'd rather not staff that seniority internally.
See how Operate worksWHO'S ACTUALLY DOING THIS
I'm Ty Givens. 25 years running support operations at See's Candies, Thrive Causemetics and Intuit before starting CX Collective. I lead every engagement, and my team does the hands-on delivery. That's the whole pitch.
25 years in support operations
Questions we get
Before you book anything.
Can we buy Scale without the audit?
No, and that's deliberate. Scale is scoped from audit findings. Quoting a fix before we've seen your staffing math, your quality data and your reporting would mean guessing at the price and at the problem, and we'd be wrong about both often enough to matter.
How much does it cost to fix a support operation?
We don't publish a number, because the scope comes from what the audit finds. The audit itself starts at $3,500, comes back with a price against every recommendation, and that fee is credited toward whatever you decide to build.
Should we just hire more agents instead?
Sometimes yes, and we'll tell you when the answer is yes. But hiring into a broken staffing model, an unwritten quality standard or reporting nobody trusts usually buys you a bigger version of the same problem. The audit tells you which one you're looking at.
How is this different from Operate?
Scale is a project. We fix workforce management, quality and reporting together, once, and hand them back working. Operate is a retainer, where we run one or more of those disciplines for you every week on an ongoing basis. Plenty of teams do Scale and never need Operate.
Can you fix just quality, or just workforce management?
As an ongoing retainer, yes, and that's Operate. As a project, we fix them together, because they're the same problem seen from three angles. A quality score you can't trust and a staffing model that doesn't match your volume produce each other.
How long does a support operations rebuild take?
Eight to sixteen weeks, usually phased. The range is scope, not scheduling. The audit readout tells you which end you're on before you commit to anything.
Find out what's actually cracking.
Two weeks inside your operation, a scorecard across five areas, and a price against every recommendation. The fee comes off whatever you decide to build.