What partnering with Odondo looks like…

We understand the importance of a seamless and efficient client onboarding process. From the moment you reach out to us, you'll experience our commitment to providing the highest level of support, guidance, and expertise to make sure that this is as smooth and stress-free as possible.

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Stage one


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Stage two


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Stage three

Agent training
& going live

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Stage four


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Stage one | Day 1

Discovery call

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Stage two | Day 2-5

Agent selection

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Stage three | Day 6-7

Agent training & going live

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Stage four | Day 6-7

Ongoing support

Straightforward onboarding that moves quickly

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Discovery call

Starting off on the right foot is vital. On our discovery call, your Client Success Manager will work through the details of the engagement with you. They’ll work with you to align on the following:

  • Ideal agent profile
  • Days and hours of service
  • Channels being supported (e.g. phone, email, chat, ticket)
  • Systems & tools in use (e.g. CRM, ticketing system, dialler, knowledge base)
  • Type of support use case (e.g. overflow, blended, bilingual, technical)
  • Reporting requirements
  • KPI & SLAs

Discovery typically only takes one call, but if you need more time to engage with additional colleagues on specific areas, that’s no problem.

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Agent selection

You wouldn’t hire just anyone in-house, and neither do we. Unlike typical outsourcers who need to assign spare agents regardless of fit, we source agents that align with your ideal agent profile.

So whether you need people who are: great on the phones, problem-solvers, to mirror your customer demographic, or whatever it is you need – we deliver specific agent expertise in line with your requirements.

And we’ll manage your outsourced agents closely to help ensure that only the best-suited agents are supporting your business long-term.

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Technical issues


Agent training & going live

No one knows your business like you do, which is why we ask for the first round of agents to be trained by you with our Team Leaders in attendance. It’s no different to training in-house staff. Plus, it gives you confidence that the team know exactly what they need to do to get the job done properly.

Once we know what success looks like, we’ll take over any future training sessions if the agent group needs to change or grow – lifting this burden away from you going forward.

Only once you’re happy that the first group of agents are properly trained and set up with the appropriate tech do we go live.

Front-line Support


Ongoing support

You’ll have a dedicated Account Manager who talks to you and keeps you informed regularly. We’ll also set you up on the Odondo portal so you can see how agents have been performing, who’ll be working when, and what they’ve been up to. Plus, we’ll handle ongoing:

  • Agent training
  • Agent management
  • Quality assurance
  • Performance analysis
  • Reporting, and more

You can meet with us at a cadence that suits you. And we’ll discuss your ongoing resource needs, campaign performance and strategy.

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Sounds good, so how much does it cost?

Here’s what our customers have to say

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“We are so glad this new project went well — there were so many unknowns and we wouldn’t have been able to pull it off without Odondo.”

Read the story

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Giulia Tolentino

Customer Service Specialist


“All of the agents provided by Odondo are well-liked and trusted by our customers and us. They have supported us greatly.”

Read the story

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Nicki Dadic

Head of Customer & Community

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“Their commitment to learning our brand has been on point. But their ability to flexibly scale to match demand really set them apart.”

Read the story

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Tom Evans

Head of Customer Service and Contact Centre

Frequently asked questions

Yes, Odondo’s agents are experienced at working flexibly alongside our clients’ in-house teams in a range of sectors. 


We act as a seamless extension of your team, providing you with the additional capacity you need, when you need it.


But don’t just take our word for it — read our Arbor Education case study to see what our clients think.

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