How we engage
Start small enough to be sure.
Outsourcing an operation is a decision most teams only get to make once a year, and the expensive part is finding out too late. So the shape of a Canaan engagement is built around getting you a real answer early — a small dedicated pod, a fixed window, and agreed exit points before anyone commits to a full ramp.
The shape of the work
01
Start with a pilot pod
A small dedicated pod, a fixed window, and agreed exit points before full ramp — then scale to hundreds of seats.
02
Dedicated teams
Your program is staffed by people who work only on it — no shared queues.
03
Pricing scoped after discovery
Per-seat or per-outcome — costed against the work, and explained.
What none of this is: a rate card. We do not quote a per-seat price before we have seen your volumes and your queues, because a number produced that way is a number we would have to renegotiate later.
After you write to us
Four stages, and you can stop at any of them.
An operations lead reads your inquiry — not a sales development rep working a queue — and comes back with how the model would run at your volumes. Everything below happens in the open: the measurement basis is agreed in writing before anyone is hired.
You will hear from an operations lead within one business day.
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01
Discovery
We map the operation as it runs today — volumes, channels, policies, systems and the cost of the current shape.
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02
Design
Staffing model, tooling, escalation paths and the SLA framework, with the measurement basis agreed in writing before anyone is hired.
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03
Ramp
Recruit, train and run in parallel with your incumbent process until quality targets hold without support.
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04
Improve
Reporting against the agreed metrics, with deflection and automation applied where the data says the volume actually is.
Discovery, both ways
An exchange, not an interrogation.
What you leave discovery with
- A staffing and channel model costed against your actual volumes
- An SLA framework with the measurement basis written down
- The data-residency terms — which hub handles what, and under which conditions
- A ramp schedule with the exit points named
What helps us answer faster
- Your contact volumes, by channel, over a recent month
- The languages you need covered, and the hours
- What “good” currently means to you — the metrics you already report on
- Any tooling we would be working inside, or replacing
None of it is a prerequisite. Tell us what you have and we will tell you what we would need to see next.
What buyers ask before they commit
Start with a pilot, not a contract.
Send the volumes, the channels and the languages. We will come back with how a first pod would be shaped — and say so if we are the wrong size for it.
You will hear from an operations lead within one business day.
A small dedicated pod, a fixed window, and agreed exit points before full ramp — then scale to hundreds of seats.