AFTER-HOURS CUSTOMER SUPPORT: BUYING BRIEF
The Cattalyst | https://www.thecattalyst.com/blog/after-hours-customer-support-outsourcing/

Complete once and send the same scope to shortlisted providers.

Customer geography and languages:
Current internal opening hours:
Required additional hours and named time zone:
Weekend, public-holiday and daylight-saving arrangements:
Channels and contact reasons included:
Excluded or specialist work:
Expected and peak arrivals by interval:
Handling and after-contact work assumptions:
Resolution authority and required system access:
Internal escalation owner and out-of-hours backup:

For each proposal, record:
Shared, dedicated or blended operating model:
Scheduled availability and minimum staffing:
Backup, supervision and specialist coverage:
Billing unit and exact definition:
Minimum commitment:
Included tools, telephony, training, quality and management:
Setup and knowledge-transfer costs:
Client-side governance and escalation costs:
Demand-change and overtime charges:
Continuity, handoff and exit arrangements:

Pilot decisions:
Defined shift, channel and contact reasons:
Baseline customer wait, resolution, repeat work and morning backlog:
Agreed response and resolution definitions:
Quality and critical-error checks:
Review date:
Evidence required to continue, change or stop:
Accountable owners: