Client onboarding

FROM REQUIREMENTS TO A CONTROLLED LAUNCH.

This is a practical preview of the onboarding framework MGI can use when scoping a client engagement. These are planning templates, not executed agreements or legal advice. Contract terms should be reviewed by qualified counsel before signature.

1. Discovery checklist

Document the business process, desired outcomes, team size, working hours, languages, approved scripts, customer channels, software, escalation contacts, training materials and reporting needs.

2. Statement of Work (SOW) outline

Parties and scope; services and exclusions; start date and pilot duration; staffing model; supervision responsibilities; client dependencies; working hours; tools; change requests; fees and payment terms; termination and transition assistance.

3. Service Level Agreement (SLA) outline

Define KPI formulas and data sources; reporting cadence; quality sampling; response and escalation timelines; staffing coverage; review meetings; remediation process and agreed exceptions. Targets are negotiated for each workflow.

4. Confidentiality and data handling

Discuss NDA requirements, permitted uses of information, access approvals, credential handling, retention, incident escalation, subcontractor restrictions and data return or deletion obligations. Any regulated-data processing requires a separate review.

5. Pilot launch checklist

Confirm named points of contact, training sign-off, tool permissions, test workflows, QA criteria, staffing schedule, billing arrangements, escalation path and first performance review date before go-live.

6. Transition and continuity

Agree on backup coverage, knowledge transfer, account revocation and handover steps appropriate to the contracted service.

Request a tailored proposal ↗ · Read our data-handling approach ↗