Customer support BPO · Implementation
New client launch
Get from signed contract to agents live on the client's queues without missing access, knowledge or escalation contacts. The client shares everything through one link, and go-live waits for a readiness check and the operations manager's approval.
- Duration: 4 to 6 weeks
- How often: For every new client
- Steps: 10 steps
- AI agents: 1 AI agent
- Approvals: 1 approval
Free plan, no credit card needed.
What changes with this template
Without it
Knowledge base links, logins and escalation contacts arrive in pieces until the day before go-live.
Agents go live before everyone has passed the client's certification.
Each implementation manager launches clients their own way.
Nobody owns the first weeks after go-live, so problems reach the client first.
With it
The client shares everything through one link, and the run shows what is still missing.
Go-live waits for a readiness check and the operations manager's approval.
Every new client goes through the same steps, checklists and approvals.
Hypercare is a step with an owner, and the handover to the account manager is recorded.
The template, step by step
Each step says who does it: someone on your team, an AI agent, or the client through a shared link. An approval keeps every later step locked until it is given.
- Done by your team
- Done by an AI agent
- Done by the client, through a shared link
Starts when
The client signs the contract. The implementation manager starts a run with the client name and the planned go-live date.
- 1
Kick off the launch and share the link
Day 1Implementation manager · Team
Hold the kickoff call, agree the scope and send the client's project lead the shared run link, so they see what you need from them and by when.
Checklist
- Kickoff call held
- Shared link sent to the client's project lead
- Go-live date confirmed
Fields to fill in
- Client name (required)
- Client project lead email (required)
- Go-live date (required)
- Channels in scope (required)
- 2
Share the knowledge base, policies and access
Week 1Client project lead · Shared link
Through the shared link, the client shares links to their knowledge base, macros and policies, describes their escalation rules and contacts, and gives the launch team access to the helpdesk and admin tools.
Checklist
- Helpdesk access granted
- Admin tool access granted
- Test accounts set up
Fields to fill in
- Link to the knowledge base (required)
- Link to the macros and policies (required)
- Escalation rules and contacts (required)
- Expected contacts per week
- 3
Check every input and every login
Week 1Implementation manager · Team
Open every link, test every login and read the escalation rules. If something is missing, mark the run blocked and note what the client still has to provide.
Checklist
- Knowledge base and macros open
- Logins work
- Escalation contacts confirmed
Fields to fill in
- Missing items
- 4
Build the training and the certification test
Week 2Trainer · Team
Build the training from the client's knowledge base and policies, load the macros in the helpdesk and write a certification test.
Checklist
- Training modules built
- Macros loaded in the helpdesk
- Certification test ready
Fields to fill in
- Link to the training plan (required)
- Link to the certification test (required)
- 5
Plan staffing and schedules
Week 2Workforce planner · Team
Turn the expected volume and the contracted support hours into a staffing plan, assign agents and publish the first schedule.
Checklist
- Coverage matches the contracted hours
- Backup agents named
- Schedule published
Fields to fill in
- Agents assigned (required)
- Link to the schedule (required)
- 6
Train and certify the launch team
Weeks 3 to 4Trainer · Team
Run the training, have every agent take the certification test and practise on test tickets in the client's helpdesk.
Checklist
- Every agent trained
- Every agent passed certification
- Test tickets handled
Fields to fill in
- Agents certified (required)
- Agents not yet certified
- 7
Check go-live readiness
Week 4Readiness checker · AI agent
The readiness checker goes through every earlier step and lists what is still open, such as access, certifications, the schedule and escalation contacts.
Fields to fill in
- Readiness summary (required)
- Open items
Checked by: The operations manager checks the summary and decides on go-live in step 8.
- 8
Decide on go-live
Week 4Operations manager · Team
Read the readiness summary, make sure every open item is solved or accepted, and approve go-live.
Checklist
- Open items solved or accepted
- Escalation path tested with the client
- QA ready to score the first week
Approval: Go-live stays locked until the operations manager approves readiness.
- 9
Client confirms go-live
Week 4Client project lead · Shared link
Through the shared link, the client's project lead confirms go-live and the date their queues switch to your team.
Fields to fill in
- Go-live confirmed (required)
- Queue switch date (required)
- Last questions
- 10
Run hypercare and hand over
Weeks 5 to 6Implementation manager · Team
Review QA scores, escalations and backlog with the client every day for the first two weeks, then hand the client over to the account manager.
Checklist
- Daily review held with the client
- Escalations checked
- Handover meeting held
Fields to fill in
- Hypercare findings (required)
- Handed over on (required)
Done when
Certified agents are live on the client's queues, the client has confirmed go-live, and hypercare has ended with a handover to the account manager.
Make it yours. Rename steps, change owners and add checklist items, fields or approvals. The template is a starting point for the way your team works.
The AI agents in this template
An agent only works on its own steps, and a person on your team checks what it did. Anything an agent writes to a connected app waits for approval unless you allow it.
Readiness checker
Checks every earlier step before go-live and lists what is still open.
What it does
- Reads the status, checklists and fields of every earlier step
- Lists open items, such as access, certifications, schedule and escalation contacts
- Writes a readiness summary into its step
- Completes its step, so the operations manager can decide
Checked by: The operations manager checks the summary and decides on go-live in step 8.
Questions this template answers
Run every launch through the same steps, from kickoff to hypercare, with the client's part in the same plan. Steps 1 to 10 cover the kickoff, the client's knowledge and access, training, staffing, the go-live decision and hypercare.
Ask for everything in one list, and stop the launch visibly when something is missing. In step 2 the client shares links and grants access through a shared link, and in step 3 the implementation manager marks the run blocked until it is complete.
Certify every agent on the client's own product and policies, and check readiness against one list before the switch. Step 6 records how many agents passed certification, and step 8 is an approval gate where the operations manager decides on go-live.
Check access, certifications, staffing, escalation contacts and QA, and solve or accept every open item. In step 7 an AI agent lists what is still open in every earlier step, and in step 8 the operations manager checks that list and approves go-live.
Review QA scores, escalations and backlog with the client every day for the first weeks, and hand over once things are stable. Step 10 records the hypercare findings and the date the client moved to the account manager.
Ask the client to confirm go-live and the queue switch date in the launch plan itself, not in an email. In step 9 the client's project lead records that decision through a shared link, and the run shows who completed the step and when.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.