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Productized Engagements

Which engagement is right for you?

Three fixed-fee engagements, three different problems. The CS Audit tells you what to fix. The QA Program Build builds your quality discipline. The Training Program Build builds your bench. Pick the one that matches where you actually are — or let the decision tree below pick for you.

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Quick decision tree

Three questions. Whichever one you answer "yes" to first is most likely where you should start.

1

Do you actually know what's broken yet?

If you don't have a clear, evidence-based picture of where the operation is failing — start with the CS Audit. Three weeks, $2,500, written report with prioritized recommendations. Most clients use the audit's findings to decide whether they need QA or Training next (or something else entirely). Starting anywhere else is guessing.
2

Are your supervisors coaching from gut instead of data?

If scores swing wildly depending on which evaluator is grading, or supervisors are coaching with no consistent yardstick — start with the QA Program Build. Four weeks, $4,500. You get a calibrated scorecard, a calibration discipline, a coaching framework, and reporting — owned by your QA Lead, not us.
3

Is your onboarding "shadow Sarah for two weeks"?

If you're hiring and you don't have a structured way to get new agents productive — start with the Training Program Build. Six weeks, $5,500. 30-day onboarding curriculum, tier progression model, certification, and your internal trainer is ready to run cohorts after handoff.

Side-by-side comparison

What's actually different between the three. Scope, timeline, deliverables, fit, and pricing — all in one place.

Engagement CS Audit$2,5003 weeks QA Program Build$4,5004 weeks Training Program Build$5,5006 weeks
Primary purpose DiagnoseWhat's broken and what to fix first Build QA disciplineConsistent scoring, coaching, calibration Build training programFrom hire to certified specialist
Best for teams of 5–100+ agents 5–50 agents 5–50 agents
Main deliverable Written report+ executive presentation Calibrated scorecard+ calibration protocol + framework 30-day curriculum+ tier framework + certification
Includes live sessions Interviews only 2 facilitated calibrations Train-the-trainer + pilot cohort
Handoff to your team Recommendations document Your QA Lead owns it Your internal trainer owns it
Best entry point if You're not sure what's wrong You know coaching is the gap You know onboarding is the gap
Payment terms 50% on signing, 50% on delivery · Net 15 50% on signing, 50% on delivery · Net 15 50% on signing, 50% on delivery · Net 15
View CS Audit → View QA Build → View Training Build →

Which fits your situation

Three realistic situations — and where each one tends to land.

CS Audit

"Something's off, but I can't quite name it."

$2,500 · 3 weeks
  • CSAT is drifting downward and you're not sure why
  • You inherited the team and want an outside read
  • Churn is up; your gut says it's service but you need evidence
  • You're planning your annual budget and want to know what's worth investing in
  • You have no formal program in place and aren't sure where to start
Audit details →
QA Program Build

"Coaching is inconsistent — every supervisor has their own playbook."

$4,500 · 4 weeks
  • You're scoring contacts but evaluators disagree on what's "good"
  • Supervisors are coaching from gut, not from a rubric
  • You can't tell whether scores are trending up or down — too much noise
  • Compliance violations are slipping through; you need an auto-fail discipline
  • You want a program your QA Lead can run, not an outside vendor billing forever
QA Build details →
Training Program Build

"Onboarding is 'shadow Sarah' and time-to-productive is too long."

$5,500 · 6 weeks
  • You're hiring and there's no structured onboarding path
  • New hires are taking 60+ days to be fully productive
  • There's no clear definition of "good" at each tier
  • You have an internal trainer (or training-curious lead) ready to run a program — they just don't have time to build it
  • Promotions are based on tenure, not demonstrated skill
Training Build details →

Common sequencing

Most clients don't do all three at once — they sequence them. Two patterns I see most often:

Audit-first (the most common path)

Start at $2,500 · Total path: $7,000–$12,500 over 9–13 weeks

Most clients start with the CS Audit because they don't yet know whether QA or Training is the real lever. The audit's prioritized recommendations point to one (or both), and you commit to the next engagement with evidence rather than a guess.

CS Audit → QA or Training → (optional) The other one

Direct-build (when you already know)

Start at $4,500 or $5,500 · Total: $4,500–$10,000 over 4–10 weeks

Some clients already know coaching or onboarding is the gap — they've lived with it long enough to be sure. In that case, skip the audit and go straight to the build. The audit-find-the-problem step isn't worth $2,500 when you already have your finger on the problem.

QA Build + (later) Training Build

FAQ

Can I bundle two engagements? +
Yes, and there's a small discount for bundling. CS Audit + QA Program Build runs $6,500 (saves $500). CS Audit + Training Program Build runs $7,500 (saves $500). All three runs $11,000 (saves $1,500). The work is sequenced — we don't run them in parallel because the audit informs the build scope.
What if the audit reveals neither QA nor Training is the right next step? +
That happens. Sometimes the audit reveals the actual gap is staffing levels, technology, the org structure, or strategic positioning. The audit's recommendations are designed to point at the real lever, not to upsell. If the answer is "you need to fix headcount before anything else matters," that's what the report will say.
How quickly can we start? +
Usually within 1–2 weeks of the discovery call, depending on engagement load. The audit is the easiest to slot in because it requires less of your team's time. QA Build and Training Build need more sustained client engagement, so we plan kickoff around your team's availability.
Can you do these onsite? +
Yes — but they're designed to be delivered remotely, which is how most engagements run. Onsite is available as an add-on if your operation has elements that benefit from being seen in person (contact center floor walks, retail location visits). Travel costs are additional.
What if I'm not sure and want to talk it through? +
That's exactly what the discovery call is for. 30 minutes, no commitment, no pitch. We talk through your situation and figure out together which engagement (or none) makes sense. About a third of discovery calls end with "let's not do any of these — here's the right next step for you instead." That's fine.

Not sure which one fits?

Book a 30-minute discovery call. We'll talk through your situation and figure out which engagement — if any — actually makes sense. No pitch.

Book a Discovery Call