Start narrow. Measure everything. Scale only when it works.
A pilot is not a trial account or a discount. It's a scoped, staffed, documented operation run long enough to produce evidence — so both sides can decide with numbers, not impressions.
Six phases. Each one produces something.
Duration depends on the role, the coverage window, and how much of the workflow is already documented. We set it with you during discovery, not as a number we can't defend.
- Phase 01
Discovery & Workflow Definition
We define the role, tools, coverage, KPIs, reporting cadence, escalation path, and what success looks like — in writing, before anyone is hired.
OutputA written scope both sides have signed off on - Phase 02
Recruitment & Selection
We set the English level, experience, technical familiarity, and availability the role requires, then source against it. Candidates pass interviews, communication checks, and practical tasks before you see them.
OutputA shortlist you can review, with our reasoning - Phase 03
Training & Documentation
The team trains on your product, tools, tone, and edge cases. As they learn, we write the account playbook — so knowledge lives in a document, not one person's head.
OutputA trained team and a first-version SOP set - Phase 04
Live Pilot
The team works inside your systems on the narrow scope from phase one, under a named Veilancy lead. Deliberately small. Deliberately measurable.
OutputLive output and a weekly review rhythm - Phase 05
Performance Review
We review output volume, quality, communication, reliability, and workflow fit against the definitions set at the start — including what didn't work.
OutputA performance assessment against agreed metrics - Phase 06
Scale, Adjust, or Stop
Three honest outcomes: expand capacity, change the scope or the people, or end it cleanly. The pilot exists so this decision rests on evidence, not optimism.
OutputA decision, and a documented handover either way
The whole operating layer. Not just the people.
Duration and commercial terms are set per engagement during discovery, based on scope and coverage.
- Dedicated team membersAssigned to your account only, for the duration.
- RecruitmentSourcing against the profile defined in discovery.
- Candidate screeningInterviews, language checks, practical tasks, setup review.
- Client-specific trainingYour product, tools, tone, and escalation rules.
- SOP documentationWritten during the pilot. Yours to keep.
- Account managementA named lead accountable for the operation.
- Quality assuranceSampling and scoring against an agreed standard.
- Performance measurementMetrics agreed at scoping, tracked from day one.
- Weekly reviewA short, direct read on what is and isn't working.
- Final pilot assessmentA written recommendation: scale, adjust, or stop.
What we track
Depends on the role, but may include activity volume, response quality, completed tasks, handling quality, meetings booked, issue resolution, attendance, and reporting consistency.
What the pilot is really for
Not about pretending everything is perfect. It's about finding out if the workflow, people, expectations, and communication model are strong enough to scale.
How we screen talent.
Veilancy doesn't treat hiring as CV collection. Candidates are screened on communication, discipline, availability, work setup, and role fit before being considered for client-facing work.
- 01English communication check
- 02Role-specific interview
- 03Work setup and availability review
- 04Practical task or roleplay
- 05Professionalism and reliability check
- 06Client review when needed
- 07Clear expectations before launch
Built for retention
Veilancy designs roles that are attractive locally while staying efficient for clients. Better local pay, clear expectations, structured reporting, and performance visibility reduce the instability that damages outsourced teams.
Continuity plan
People get sick, leave, or become unavailable. We don't pretend otherwise. Engagements are documented and reported, with a candidate pipeline ready, so coverage can be adjusted or replaced cleanly.
Questions founders ask first.
Same answers we give on a call. Each opens with the short version — expand for detail.
Not covered here? Put it in the form and we'll address it in the scope we send back.
Scope & timeline
What the first engagement actually looks like.How long does a pilot run?60 to 90 days.
Long enough to recruit, train, document the workflow, and run two full performance review cycles — short enough that you're never locked into something unproven.
How small can we start?One workflow, one to three people.
We keep the first engagement deliberately narrow so results are readable. Expansion happens after the first cohort proves the model, not before.
What do you need from us to start?A workflow, tool access, and one point of contact.
You describe the work you want tested and give access to the relevant systems. We handle scoping, recruitment, training, and documentation from there.
Cost & commitment
How pricing works and what you are signing up for.What does it cost?A flat monthly fee per seat — well below a comparable local hire.
Outsourcing to Veilancy costs materially less than recruiting, employing, and managing the same role locally, at rates competitive within the managed-outsourcing market. The fee covers recruitment, training, management, reporting, and workspace, with no separate placement fees. Exact figures depend on role complexity and coverage hours, confirmed in writing before recruitment begins.
Are we locked into a contract?No long-term contract during the pilot.
The pilot is billed monthly and scoped to a fixed window. If you stop at the end of it, you stop — and the documentation produced stays yours.
People & management
Who runs the team and how coverage is staffed.Who manages the team day to day?We do, from Amman.
Veilancy handles attendance, coaching, quality review, escalation, and reporting. You stay close to the work and the numbers without absorbing the management load.
What time zones can the team cover?US, UK, Europe, GCC, and Australia.
Amman supports those windows through shift rotation. The coverage schedule is agreed during discovery so it's staffed from day one, not negotiated later.
What happens if someone is not the right fit?We replace them, at our cost.
Replacements come from the candidate pipeline kept warm during the engagement. Because the workflow is documented from the start, they ramp on the existing playbook instead of starting from zero.
Security & exit
Access control and what happens at the end.How do you handle data security and access?Managed office, least-privilege, named accounts.
Team members work on company-controlled setups with signed confidentiality agreements. Access is provisioned and revoked through your tooling, so you keep control.
What happens at the end of the pilot?A written review and three honest options.
You get performance measured against the KPIs agreed in discovery, then a decision to scale, adjust the scope, or stop. The documentation is yours either way.
One workflow.
Measured properly.
Tell us the operation you'd test first. We'll come back with a scope, a team profile, and the metrics we'd be judged against.