How we work
The whole process, written down, because you are trusting us with your customers.
Most automation vendors hand you software and wish you luck. We do the opposite: we build it, check every reply against a standard you approved, put a human on anything sensitive, and run it for you every day. Here is exactly what happens, stage by stage, and what you approve at each one.
The process
Seven stages. Each one has a gate you control.
You are never surprised by what comes next. The first stage is the pilot itself: a paid, fixed-scope fortnight that becomes your report and your plan. Nothing speaks to a customer until you have signed off on how it sounds.
Look
We look at where your business leaks money: missed calls, quotes nobody chased, slow replies, no-shows, a customer list gathering dust.
- Owner
- Operscale leads; you give us access and an hour of your time.
- Output
- A written picture of where the money is going, and which fixes pay for themselves first.
- The gate
- You approve the plan before anything is built.
Set up
We load your details: services, prices, hours, diary, how you talk to customers. We read your website and FAQs so the assistant answers like your best member of staff.
- Owner
- Operscale; reviewed with you.
- Output
- Your assistant, sounding like your business, plus the checklist its replies will be graded against.
- The gate
- You sign off on the setup before it speaks to anyone.
Build
We wire it to your phone number, inbox, website and diary, with a kill switch that shuts everything off the moment you say so.
- Owner
- Operscale.
- Output
- A working assistant in a test environment, not yet touching your customers.
- The gate
- It cannot go further until it passes our own tests.
Quality check
Every reply is scored against the checklist you approved. Anything below the bar is held back, not sent.
- Owner
- Operscale platform.
- Output
- Proof, in writing, that the replies meet the standard before a customer ever sees one.
- The gate
- Below the bar, a human reviews it. It is never quietly sent.
Human review
Anything sensitive, a refund, a complaint, a message that touches one of our four rules, waits for a person to approve it.
- Owner
- Operscale; escalated to you where it is your call.
- Output
- A decision, recorded in the log.
- The gate
- Nothing sensitive is ever sent automatically.
Go live
The assistant starts handling real enquiries, watched closely, with the first week supervised message by message.
- Owner
- Operscale; you hold the off switch.
- Output
- A live assistant, and a record of everything it does.
- The gate
- You confirm go-live.
Run
We run it, watch it, and tune it. You get a weekly report in plain English and a monthly call. Changes are part of the service, never a new invoice.
- Owner
- Operscale operates; you oversee.
- Output
- A weekly summary of what it caught, chased and booked, in your numbers.
- The gate
- You can pause any part of it instantly. The off switch is yours.
The quality check
Every reply is checked before your customer sees it.
Score
Checked against your standard
Before go-live you approve a checklist: tone, accuracy, what it must never say. Every reply is scored against it by a separate checker, not by the assistant that wrote it.
↓
Below the bar, a human steps in
Anything under the standard is held back automatically and routed to a person. It is corrected, not quietly sent and hoped for.
✕
Sensitive, so never automatic
Complaints, refunds, allergen questions, anything touching our four rules: these always wait for human approval. There is no path around that.
This is why we can put our name on the messages your customers receive. Quality is a check that runs on every reply, not a promise made once in a sales call.
What you hold
The record, the report, and the off switch.
Trust only counts if you can check it. Everything the assistant does is logged, everything it achieves is reported weekly in your own numbers, and everything it runs can be stopped by you, instantly.
A log of every message
Every message sent, and why it was allowed to send, kept in a tamper-proof record you can request at any time.
A weekly report in plain English
What it caught, chased, booked and recovered, in your numbers. If it is not earning its keep, the report will say so.
The off switch
Any part of the service stops the moment you say so. It is a control you hold, not a request you file.
A signed data agreement
Your customer data handled under a data processing agreement meeting UK GDPR Article 28, with the sub-processors named.
See it applied to your business.
The £395 pilot is stage one of this exact process: the first fixes live on your real enquiries, and a written report that becomes your plan.