Operational Ownership
Shift daily management from your internal team to a dedicated delivery organization.
Red Shore Solutions
Managed Outsourcing for Accountable Service Delivery
Transfer day-to-day service ownership to Red Shore Solutions while maintaining executive visibility. We manage staffing, QA, coaching, and performance reporting against SLA, CSAT, and NPS goals.
What You Hand Off to Us
Managed outsourcing is a hands-off operating model for clients that need a partner to run service execution end to end.
- Workforce planning, staffing, scheduling, and coverage.
- QA scorecards, calibration, and coaching management.
- Escalation governance and incident communication routines.
- KPI reporting cadence across SLA, CSAT, and NPS indicators.
KPI Discipline
Run with defined targets, review rhythms, and corrective actions tied to measurable outcomes.
Executive Visibility
Keep governance visibility while reducing the management burden on your internal leaders.
Managed Outsourcing Service Paths
Frequently Asked Questions
What does Red Shore manage in a managed outsourcing model?
We take operational ownership of staffing, onboarding, quality assurance, coaching cadence, queue governance, and performance reporting while aligning to your business targets.
How quickly can we transition from internal operations to managed delivery?
Most teams phase in over a defined transition period with role mapping, knowledge transfer, and control checkpoints. We typically recommend starting with a scoped queue or channel before broad rollout.
How do you report performance to our leadership team?
We run a recurring governance rhythm with KPI packs, SLA trend analysis, risk flags, and action plans so your leadership team has clear visibility into outcomes and delivery risks.
Can you align to our existing tools and workflows?
Yes. We work within your ticketing, CRM, telephony, and knowledge systems where possible, then recommend focused process improvements that improve consistency without unnecessary disruption.
What happens if service levels drift below target?
We trigger corrective action plans tied to root-cause analysis, staffing and schedule adjustments, QA recalibration, and coaching interventions until performance stabilizes.
Is managed outsourcing only for large enterprises?
No. Mid-sized and growth-stage organizations often benefit most because managed delivery reduces leadership load while adding operational discipline that is hard to build quickly in-house.
Need a fully managed support operation?
We can scope ownership boundaries, KPI targets, reporting cadence, and transition steps.
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