Consulting that ends in an operating model
Staffing, playbooks, KPIs, and tool fit — scoped for an iGaming desk, not a generic CX workshop.
Support consulting usually dies in a deck
An audit with no owner
You get findings. Nobody is staffed to change the roster, macros, or SLAs.
KPIs that do not match the floor
An FRT target copied from SaaS. A casino promo weekend breaks it on day one.
Tool before workflow
A new helpdesk is bought. Escalation paths and VIP tags stay tribal knowledge.
What you leave with
A desk model
Channels, languages, hours, and seats sized to your volume — including peaks.
A playbook you can run
Cashier, bonus, KYC, RG, VIP. Decision trees, not principles.
A KPI set ops will use
FRT, CSAT, resolution, VIP exceptions, repeating issues. No vanity dashboard.
A tool map
What to keep, what to configure, what not to rip out.
A path to a pod
If you want us to operate after the audit, the handoff is already designed.
What's included
- Current-state audit (channels, stack, SLAs, QA)
- Target operating model and seating plan
- Playbook and escalation design
- KPI and reporting spec
- Implementation roadmap (2–6 weeks)
- Optional transition onto an AurisCare pod
How it works — From call to a usable model in 2–4 weeks
Week 1
01
Audit volume, tools, playbooks, and failure modes
Week 2
02
Draft the operating model, KPIs, and escalation map
Weeks 3–4
03
Review with your ops lead, lock the roadmap
Optional
04
Stand up the pod and run the model we just designed
Frequently Asked Questions
Ready to put a real model under the desk?
A short call to see whether you need an audit, a playbook, or a pod already running a model.
Book a 15-min Fit Check