Overview
Improve support performance through practical operating-system design. Red Shore Solutions helps you strengthen workflows, team enablement, QA, and governance so support outcomes become repeatable and measurable.
Common Challenges We Solve
- Escalations are too high because workflows are unclear.
- Training and coaching are ad hoc and difficult to scale.
- QA reviews happen inconsistently and do not drive behavior change.
- KPI reporting exists but is not tied to action plans.
Scope of Service
- Current-state operational audit.
- Process architecture for intake, triage, escalation, and resolution.
- QA design: scorecards, calibration sessions, and feedback loops.
- Training and coaching framework for agents and team leads.
- KPI and governance rhythm with ownership and review cadence.
How Delivery Works
- Diagnose current performance and process gaps.
- Design future-state support operating model.
- Pilot critical process and QA changes.
- Enable leadership team with governance and coaching routines.
Operating Model and Ownership
- Red Shore leads assessment, design, and enablement.
- Your team owns adoption, execution, and long-term operations.
Expected Outcomes
- Better support consistency and lower avoidable escalations.
- Clearer accountability across team leads and agents.
- Stronger performance management linked to business goals.
Ideal Fit
- Teams with an existing support organization that need structure and maturity.
- Leaders preparing for growth without adding unnecessary operational complexity.
Not Ideal For
- Teams seeking only additional headcount with no process improvement goals.
Typical Deliverables
- Current-state diagnostic and maturity snapshot.
- Future-state support operating model.
- QA program toolkit (scorecards, calibration templates, feedback loops).
- Training and coaching framework for agents and team leads.
- KPI governance pack with review cadence and ownership matrix.
Engagement Options
- Support Operations Audit (2-4 weeks).
- 90-Day Optimization Program.
- Fractional Operations Advisory (ongoing strategic support).
30-60-90 Day Implementation Outline
- Days 1-30: assess current operations and identify high-impact gaps.
- Days 31-60: design and pilot improved workflows and QA routines.
- Days 61-90: embed governance cadence and hand over operating artifacts.
Governance and Reporting
- Weekly implementation standups during active engagement.
- Biweekly leadership alignment on decisions and risks.
- Monthly KPI review package with action recommendations.
Frequently Asked Questions
Will this require changing our existing tooling?
Not necessarily. Most improvements start with process and governance before tooling changes.
Can you support partial implementations?
Yes. We can prioritize high-impact areas such as QA, escalations, or training first.
How quickly can we see results?
Most teams see early operational gains during the first 30-60 days of implementation.
Do you help implement changes or only provide recommendations?
We do both. Engagements can include diagnostic, design, and practical implementation support with your team.
Can consulting cover only one function like QA or coaching?
Yes. We can run focused workstreams when one capability needs immediate improvement.
How do you ensure changes are sustained after handover?
We establish governance rhythms, ownership models, and performance checkpoints so improvements persist after implementation.
FrontLine Software Enablement
- Onboarding process hardening:
- Role-based onboarding templates and completion checkpoints.
- Policy acknowledgement controls tied to readiness.
- Visibility into onboarding cycle-time and completion quality.
- Training and coaching operating system:
- Structured training plans and role-targeted assignments.
- Coaching session workflow with action-item tracking and acknowledgement.
- Attendance and participation history for measurable adoption.
- Quality and governance instrumentation:
- QA scorecards, calibration sessions, and scoped variance analysis.
- Decision traceability from request to approval to implementation.
- Historical records and audit evidence for operational defensibility.