Handing your customers to an outside team is an act of trust, and trust, in business, is not a vibe. It is a clause. Whether you are evaluating Gram Pacific or anyone else, put these twelve demands on the table before you sign anything, and watch how the vendor’s face behaves while you do.
The checklist
- 1. Named, dedicated agents, not an anonymous rotating pool.
- 2. A written SLA for first response and resolution, with a number attached. Ours is 98%+ compliance.
- 3. Weekly QA sampling of real tickets, scored against a rubric you approved.
- 4. Your tools, your data: agents work inside your helpdesk, so history and macros remain yours if you ever walk.
- 5. Least-privilege access: agents see what the job requires and not one field more.
- 6. Managed devices with VPN and device management, verified, not promised.
- 7. Confidentiality and a DPA in the contract by default, not as a favour.
- 8. A named supervisor accountable for attendance and quality, included in the fee.
- 9. An escalation path with defined triggers: refunds above X, legal threats, press inquiries.
- 10. Coverage planning for leave and sickness at no extra charge.
- 11. Brand-voice training completed before the first live ticket, not rehearsed on your customers.
- 12. A replacement guarantee with a deadline in business days, in writing.
If a provider hesitates on more than two of these, keep shopping; hesitation is information. Our customer service page answers all twelve in the open, and pods of two or more reps trigger the Team Scale discount automatically, because volume should be rewarded without a negotiation ritual.