Definition
A limited-scope, limited-duration trial period at the start of a BPO engagement, used to validate performance before committing to full-volume staffing.
Cite this definition
"Pilot Phase", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/PilotPhase
Business Importance
A pilot phase lets both sides validate SLA performance, training quality, and fit with a small, low-risk footprint before scaling headcount and contract value.
Industry Examples
A client starting with a 5-agent pilot pod for 60 days before deciding whether to scale to the full 20-agent program.
Related Service
How Infusion BI runs this:
The 3-month pilot
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