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Relavique

How it works

How we set up and run your specialist team

A structured, transparent process. You know what happens at each stage, who is responsible and what needs to be in place before your team goes live.

Three people in a small meeting room discussing documents at a round table

How it works

  1. Step 1

    Discovery and scope

    We learn how your cases, customers and partners work, and agree what the team should — and should not — handle.

    We define

    • Case complexity
    • First-line versus second-line responsibilities
    • Languages and market requirements
    • Dealer, partner or business-customer relationships
    • Channels, volumes and working hours
  2. Step 2

    Team and responsibility design

    We design the team around the knowledge and decisions the work requires.

    We define

    • Required product and process knowledge
    • Decision-making authority
    • Your experts’ responsibilities
    • Escalation routes
    • Ownership and handover criteria
    • Reporting and quality expectations
  3. Step 3

    Recruitment and assessment

    We recruit for your specific role and assess candidates against what it requires.

    We assess

    • Language proficiency
    • Communication skills
    • Relevant experience
    • Ability to investigate, document and coordinate cases
  4. Step 4

    Knowledge transfer and training

    Your experts share products, processes and policies. We turn this into training and a client-specific knowledge base.

    We build

    • Account-specific knowledge
    • Documented procedures
    • Example cases
    • Escalation guidance
    • Clear approval boundaries
  5. Step 5

    Controlled launch

    We agree readiness criteria with you and monitor early delivery closely, for example by starting with selected case types or channels.

  6. Step 6

    Ongoing improvement

    We use reporting, case reviews and coaching to refine delivery and keep improving with you.

Responsibilities

Clear responsibilities on both sides

A specialist team works best when everyone knows who owns what.

We manage

  • Recruitment and assessment
  • Employment administration
  • Day-to-day team supervision
  • Case ownership within the agreed scope
  • Quality coaching and agreed reporting

You provide

  • Product and process expertise
  • Required system access
  • Approval and escalation owners
  • Business rules and policy decisions

Before launch

What we define before launch

These points are agreed in writing during scoping, so both sides start with the same expectations.

  • Case types

    Which cases, queues or processes the team owns, and which stay with your first line or experts.

  • Languages

    Which languages and markets are needed, for which channels and at what level.

  • Authority

    What the team may decide, approval limits and what requires your sign-off.

  • Escalations and handovers

    Routes, owners and response expectations for anything outside the team’s authority.

  • Working hours and coverage

    Opening hours, peak periods and how holidays and absence are covered.

  • Volumes

    Expected case volumes and patterns, used to size the team.

  • Training

    Content, example cases, experts involved and sign-off before launch.

  • Data access

    Which systems and data the team needs, and how access is granted and removed.

  • Reporting

    The quality and performance measures we report on, and the review rhythm.

Let’s design the right specialist team for your business.

Tell us about your cases, customers, partners and languages. We will come back to you to discuss what a dedicated team could look like.

Discuss your team