The 14-day trial: how to test a service provider before you commit

An offer on paper says little about how an agent talks to your customers on the phone. That is why working with krejton can start with a 14-day trial on request: one agent, your real enquiries, a clear process. Here you can read what the two weeks look like and what to watch for.

Preparation: what you bring

The trial is only as good as its preparation. Before day one, we clarify three things with you.

1. A guidelineThe most common requests, the right answers and the limits: what may the agent decide alone, and what goes to your team? One page of bullet points is enough to start. If there is no guideline yet, we draw it up with you.
2. AccessThe agent works in your ticket or phone system, with their own user account and only the rights they need. Set up access before the start, otherwise the first days are lost.
3. Two or three goalsWrite down beforehand how you will measure the trial. For example: share of requests solved on first contact, response time for emails, tone on the phone. Without goals, all that is left at the end is a gut feeling.

The 14 days step by step

The trial has four phases, including preparation. You can see what is happening at any time and step in.

1. Days 1 to 3: onboardingThe agent learns your product, your system and your guideline, and practises with test calls and sample tickets. A short session with someone from your team who knows your customers makes this phase much faster.
2. Days 4 to 10: live with call monitoringNow the agent handles real requests. Our team lead listens in, checks tickets and gives feedback every day. You can listen in too, where this has been agreed with your customers.
3. Days 11 to 14: reviewThe agent keeps working while we collect the figures on your goals. At the end we meet with you: what went well, what did not, and what will still improve with more practice.

How to recognise quality

Figures matter, but after two weeks they are not yet very reliable. So also pay attention to these points.

1. Listening before answeringA good agent lets the customer finish, asks questions and sums up the request in one sentence before offering a solution.
2. Correct informationDo the answers match your guideline? Check a few tickets yourself as a sample.
3. Clean notesEvery conversation is documented so that your team can continue without asking back.
4. Handing over at the right timeThe agent recognises when a case no longer belongs in their hands and passes it to your team with all the information.
5. Learning from feedbackA mistake can happen. The same mistake after feedback should not come back. This also applies to the provider: do you get the review on time and openly, even when the figures are poor?

After the trial: your decision

After 14 days you decide whether and how to continue. If the collaboration works, a minimum term of six months applies.

We state the price for your team and the cost of the trial in the quote, after a short call.

If it does not fit, after two weeks you know what the reason was. That helps too: next time you choose a provider, you know what to ask.