The Novatek Operating Model.
Five stages, run the same way every time. You know what happens next, who owns it, what we need from you and what you receive at the end of it.
Five stages, end to end
Nothing is recruited before you have signed off the design. Nothing goes live before it has been tested.
Discover
We map the objective, the workflows behind it, the systems involved and the numbers you already measure.
Design
Team structure, SOPs, tooling, reporting and a launch plan — signed off before anyone is hired.
Launch
Recruit, train, assess, then transition volume in controlled stages with a rollback point at each one.
Optimize
Quality sampling, coaching, and root-cause work on whatever the numbers say is slowing things down.
Scale
Add people, channels, hours or technical capacity as demand moves — without restarting the relationship.
What each stage needs, and what it produces.
Outsourcing engagements fail more often on unclear expectations than on capability. This is the antidote.
Discover
Understand objectives, workflows, systems, customers and KPIs.
What we need from you
- Access to the people currently doing the work
- Existing documentation, however incomplete
- Volume and performance data for the last 6–12 months
- The commercial objective behind the engagement
What you receive
- A written summary of the current-state process
- A baseline of the numbers as they stand today
- A list of the assumptions we are making
- An honest view of what will and will not work
Design
Define team structure, SOPs, technology, reporting and the launch plan.
What we need from you
- Sign-off on the current-state summary
- Decisions on scope boundaries and exceptions
- System access model and security requirements
- Agreement on the metrics that matter
What you receive
- Team structure with roles and ratios
- Documented SOPs for every workflow in scope
- Quality scorecard and sampling plan
- Dated launch plan with named owners
Launch
Recruit and onboard, train, test and transition operations.
What we need from you
- Approved SOPs and training material
- Provisioned system access
- Availability of your subject-matter experts for training
- Agreement on the transition tranches
What you receive
- A recruited, trained and tested team
- Verified system access and working environment
- A staged transition with rollback points
- Reporting running from day one, not week four
Optimize
Monitor quality, coach, review productivity and improve customer outcomes.
What we need from you
- Live performance data
- Quality sampling results
- Your feedback on the work you can see
- Escalations and their causes
What you receive
- Weekly reporting against agreed metrics
- Coaching actions attached to quality findings
- Root-cause analysis on recurring issues
- Recommended process or product changes
Scale
Expand people, channels, workflows or technical capacity as demand moves.
What we need from you
- A demand forecast or trigger threshold
- Lead time to recruit and train the next cohort
- Any change to scope, hours or channels
- Confirmation that quality is stable at current size
What you receive
- A cohort-based growth plan with ramp time
- Updated documentation and training content
- Revised reporting and target thresholds
- No quality regression during the ramp
Why there is no launch time on this page.
A launch date quoted before Discover is a marketing number. It ignores team size, complexity, how much documentation already exists, how quickly system access can be granted and how available your experts are for training.
Novatek commits to a dated plan at the end of Design, with named owners against each milestone — and will say clearly at that point if the date you want is not achievable.
What decides the date
- Team size — recruitment runs in cohorts, and cohorts have a rhythm.
- How much is already documented — the biggest single variable, and the one you control.
- Speed of system access — late access delays more launches than anything we control.
- Availability of your experts for product training.
- Coverage window — a night shift takes longer to recruit than a day shift.
Start with Discover.
The first stage costs you a conversation and a look at how the work is done today. You get a written view of the current state and a straight answer on fit.