What would the team actually look like?
Volume and coverage in; team composition, ramp time and reporting out. It answers the shape question honestly rather than producing a price we would have to invent.
An estimate is fine. If you genuinely do not know, that is itself a finding — Discover starts by measuring it.
Coverage drives headcount more than volume does. Doubling the window costs more than doubling the queue.
Choose a capability to see an indicative team.
What the numbers above are built on.
Published so you can argue with them. If your work is more complex than the assumption, the real team is larger — and we would rather you knew that now.
| Assumption | Value used | What moves it |
|---|---|---|
| Contacts per support agent, per day | ≈45 | Channel mix, average handle time, how much is documented |
| Transactions per operations associate, per day | ≈90 | Steps per transaction, exception rate, system responsiveness |
| Target accounts per SDR, per month | ≈220 | Research depth, sequence length, market seniority |
| Agents per team lead | ≈10–12 | Seniority, shift spread, coaching load |
| Agents per quality analyst | ≈25–30 | Sampling rate, risk level, calibration frequency |
| Extended-hours multiplier | ×1.6 | Overlap requirements and minimum viable shift size |
| Round-the-clock multiplier | ×2.4 | Three shifts plus weekend rotation and absence cover |
These are industry workforce-planning norms, used here to give a defensible sketch. Novatek's own productivity figures will replace them once there is enough operating history to publish real ones.
A rate quoted before anyone has seen your work is a guess wearing a suit.
Cost depends on role mix, seniority, shift pattern, term and how much of your process already exists. We would rather show you the team, explain the drivers, and price it once we have seen the work. See /pricing/ for how engagements are actually structured.
Turn the sketch into a real plan.
Bring the shape above to a call and we will pressure-test the assumptions against your actual contact mix, then set out what Discover would involve.