Do we need to replace our current vendor to start?

No. Most clients start with the CX Review while their current vendor continues normal operations. The CX Review is a 30-minute scoping conversation with no data exchange required. If we move forward, we typically structure a Challenger Pilot on a defined slice of volume alongside your incumbent. There is no production cutover or contract disruption required.

Do we need to send call recordings immediately?

No. The CX Review begins with a 30-minute scoping conversation. No call data required to start. After fit is confirmed, an NDA is signed, and security requirements are clear, we define the audit slice, data access, workflow scope, and success criteria together. The data exchange is structured, not assumed.

Can Simetrix work alongside our current BPO?

Yes. We frequently run Challenger Pilots on a defined volume slice while the incumbent continues to handle the rest. The structure is reversible. If you decide not to continue, the split unwinds in days. Many operators use this approach to generate side-by-side performance data before making vendor decisions.

How fast can a dedicated team go live?

Standard onboarding for a dedicated program is 4 to 10 weeks from signed SOW to live agents in production. The range depends on workflow complexity, system integration, and language coverage. A Challenger Pilot can go live on a defined volume slice in 10 business days. Timelines are scoped during the CX Review conversation.

Do clients get real-time dashboards?

Yes. Every engagement includes real-time operational dashboards for the executive sponsor and the operational team. Dashboards update continuously and surface quality scores, compliance-risk flags, sentiment trends, agent variance, and the composite XLA score where applicable. Dashboards are configured to the client's KPIs during onboarding.

How is this different from QA software?

QA software sits on top of a contact center that someone else operates. Simetrix is the operation and the analytical layer combined. You engage one partner, not two. The analytical findings translate directly into operational changes inside the same team that runs the work. Software vendors surface insights. Simetrix surfaces insights and runs the operation that acts on them.

Do you handle Lifeline workflows specifically?

Yes. Lifeline eligibility verification, recertification, document collection, FCC reporting workflows, and compliance-risk monitoring are core competencies. Our teams are trained on Lifeline-specific processes and regulatory requirements. Lifeline programs are scoped during the CX Review conversation.

How do you handle TCPA risk monitoring?

Scoped outbound and inbound call volume is analyzed for TCPA risk signals including consent capture, disclosure language, and Do Not Call adherence. Compliance-risk flags surface in real time, not in the next monthly report. We monitor risk signals on scoped call volume where technically and contractually applicable. We do not publish absolute compliance guarantees.

Can you support Spanish operations at the same standard as English?

Yes. Spanish-language operations are built with the same training, QA, and management as English. Not subcontracted. Not a separate lower-cost queue. Critical for Lifeline and prepaid wireless customer bases. Spanish QA parity is built into the analytical layer.

Xla-Vs-Sla - simetrix-solutions.com

Telecom Customer Support Outsourcing | MVNO, Lifeline | Simetrix

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