Overview
Scale your support team quickly without giving up operational control. Red Shore Solutions sources, vets, and prepares customer support professionals who work directly in your systems, under your leadership, and to your service standards.
Common Challenges We Solve
- Hiring timelines are too slow for growth or seasonal spikes.
- Internal team leads are stretched and cannot sustain ticket backlog.
- Candidate quality is inconsistent across agencies or freelance pools.
- Support quality drops when rapid hiring is not paired with structured onboarding.
Scope of Service
- Role calibration for channels, schedules, and skill requirements.
- Candidate sourcing across aligned support talent pools.
- Structured vetting: communication quality, domain fit, and scenario response.
- Client-led interviews and final selection.
- Onboarding support aligned to your tools, workflows, and brand voice.
How Delivery Works
- Discovery: define role profiles, language, shift needs, and success metrics.
- Sourcing and screening: shortlist qualified candidates.
- Client interviews: your team selects final hires.
- Ramp-up: onboarding plans, quality expectations, and supervision alignment.
Operating Model and Ownership
- You own day-to-day management, workflows, and performance coaching.
- Red Shore owns talent pipeline quality and hiring acceleration support.
Expected Outcomes
- Reduced time-to-fill for priority support roles.
- Faster ramp to productive ticket handling capacity.
- More stable service levels during growth and volume spikes.
Ideal Fit
- Teams with in-house support leadership that want to keep management control.
- Organizations that need quick, flexible expansion of support headcount.
Not Ideal For
- Teams seeking full outsourcing of support management and supervision.
Typical Deliverables
- Role scorecards with required competencies and communication standards.
- Candidate pipeline summary with vetting notes.
- Interview rubric for consistent hiring decisions.
- Ramp-up checklist for first 30 days.
Engagement Options
- Pilot Team Launch (30 days): small initial pod for controlled ramp-up.
- Scale Pod (90 days): multi-agent expansion with staged onboarding.
- Ongoing Flexible Staffing: continuous hiring support for changing demand.
30-60-90 Day Implementation Outline
- Days 1-30: role definition, sourcing kickoff, first hires selected.
- Days 31-60: onboarding and quality stabilization for first cohort.
- Days 61-90: measured expansion and performance tuning.
Governance and Reporting
- Weekly staffing pipeline updates.
- Ramp performance check-ins (attendance, quality, throughput).
- Monthly review of hiring velocity and support outcomes.
Frequently Asked Questions
Do we interview candidates ourselves?
Yes. Your team conducts final interviews and approves each hire.
Can we scale up or down quickly?
Yes. The model is designed for flexible staffing based on ticket volume and priorities.
Who manages day-to-day performance?
Your internal leads manage daily operations; Red Shore supports hiring quality and ramp-up.
What is the typical ramp timeline for new agents?
Most teams begin initial onboarding within weeks, with ramp speed based on role complexity and training requirements.
Can augmented teams work across multiple channels?
Yes. Agents can be staffed for email, chat, and voice based on your channel mix and support model.
How is quality monitored during ramp-up?
Quality checks are aligned to your standards through onboarding scorecards, coaching feedback loops, and performance reviews.
FrontLine Software Enablement
- Onboarding control:
- Template-driven onboarding task plans by role and client context.
- Policy acknowledgement and completion tracking for new hires.
- Status visibility for onboarding progress and readiness.
- Training and coaching support:
- Training assignments tied to program and role.
- Coaching sessions with action-item follow-through tracking.
- Attendance states and history for enablement sessions.
- Quality and operational oversight:
- QA scorecards and evaluator calibration support.
- Client/LOB-scoped assignment controls and history.
- Approval-safe shift-swap and exception workflows for schedule stability.