The pilot
What the 90 days looks like.
01
Weeks one to three, we build the team.
We recruit to your requirements, not from a bench. You approve the profiles, you sit in on the final interviews if you want to, and we train the team on your product, your systems and your tone. Nothing goes live until you say the team is ready.
02
Weeks four to ten, we run it.
Your team handles real volume while we report on it weekly. You see the same quality scores, handle times and resolution rates your internal team is measured on, and you talk to the supervisor running your account, not an account manager relaying messages.
03
Weeks eleven to thirteen, you decide.
We sit down with ninety days of your own numbers in front of us. You continue, you scale, or you stop. If you stop, we close out cleanly and that is the end of it. There is nothing to argue about because there is nothing holding you in.
The offer
Normal rates, simple contract, easy exit.
01
Why we offer it.
Most outsourcing contracts are written to protect the provider from being judged. Long terms, early termination fees and auto-renewals all do the same job, which is to keep you paying while the provider figures out your business. We would rather be judged. Ninety days is long enough to build a team, train it properly and run real volume through it, which means it is long enough for you to see what we actually deliver instead of what we promised in a deck.
02
What it costs.
The pilot runs at our normal rates. Nearshore agents in Guatemala City are 9 to 18 dollars per agent hour and onshore agents in Boise are 29 to 34 dollars, both fully loaded, which means recruiting, training, management, QA, workspace and technology are in the rate. There is no pilot premium and no setup fee, and there is no discount either, because a discounted pilot is not a real test of what the work costs.
03
What you have to sign.
A short services agreement with a ninety day initial term, standard confidentiality and data protection terms, and a notice period to end it. No auto-renewal, no early termination fee, and no minimum spend commitment beyond the seats you start with. It is written to be read, and most clients get through it without sending it back marked up.
04
What happens if it works.
You stop being a customer and start being a partner, and that is not a slogan here. Our motto is creating partnerships, not sales. World Connection is owner-operated, both co-founders are still in the business every day, and one of them sits in on client operations calls. When a pilot converts, that is the relationship you are getting, not a handoff to an account team you have never met.
Questions.
Questions buyers ask.
01
Is the pilot free?
No. It runs at our normal rates and you pay for the hours your team works. A free pilot would be staffed as a loss leader and you would not learn anything from it. You are buying ninety days of real service with an easy way out, not a trial.
02
What if we want to stop at day 45?
You can. The notice period in the agreement applies and we close out cleanly. Stopping early is unusual because by day 45 the team is just getting productive, but nothing in the contract traps you until day 90.
03
How many seats do we need?
Five is our minimum, and it is the minimum for a reason. Below five you cannot cover a schedule, absorb an absence or build a real supervisor relationship, so the pilot would be testing a staffing problem instead of testing us.
04
Where will our team sit?
Guatemala City for nearshore, Boise for onshore, or a split if your hours or your accent requirements call for it. Your team sits together, works your hours, and reports to a supervisor who is accountable for your account and nobody else's.
Who it fits
Is a pilot right for your operation?
Outsourcing for the first time
You have never handed customer conversations to anyone outside your building and you want to find out what it actually feels like before you commit a year to it.
Burned by a previous provider
You have done this before, it went badly, and you are not signing another long contract on the strength of a sales pitch. Ninety days and an open door is a reasonable way to start over.
Staffing up before peak
You need seats in place before your season starts and you need to know the team is real and trained, not promised. The pilot window lines up with most peak ramps.