Digicel Telesales & Digital Acquisition Channel

How we got here

1. Tue 19 AugDigicelExecutive meeting. Shelly-Ann Marrain (Head, Channel Strategy & Operations), Omatsola Barrow, Romona Boisselle-Romano.
2. Wed 20 AugDigicelFormal request received. Ten items; Digicel supplies Genesys, campaign licences and all product and process training. We run sales operations, WFM, lead generation, digital, QA and compliance.
3. Mon 24 AugDirecOneDraft v5 circulated to leadership. Commercial terms still placeholders at that point.
4. Thu 27 AugDirecOneProposal submitted. All ten items answered in Digicel's numbering, plus corporate profile, recruitment section, reference letters and a "beyond this engagement" section.
5. Fri 28 AugDigicelAcknowledged; review session to be scheduled the following week.
   DirecOneSupplement sent: radio-driven lead generation with BOOM 94.1 and LIT 102.3, and the pricing question put to them (per lead, per activation, or a blend).
6. Mon 31 AugDigicelReview completing this week. Asked for Wed 9 Sep and offered to visit our office.
7. Tue 1 SepDirecOneConfirmed. Calendar invite received for 11:30.
8. Wed 9 SepReview meeting, 11:30, DirecOne hosts.

Recruitment readiness

• Careers page rebuilt; Sales Consultant (outbound telesales) role live on preview, commission-ledDone
• Application handler written, attachments validated server-side; hosting decision with Computers & ControlsIn progress
• JobsTT posting for the telesales role is liveLive

Volume recruitment is ahead of the contract, which is the right order. The proposal commits to a 10-seat pilot live within two weeks of signature.

Decisions before 9 September

1. Venue and route for the visitOpen · Peter Proposed: receive them at 74 Independence Square, then walk the other two sites, 88 Edward Street and Computers & Controls at 80 to 82 Edward Street. Raised with Peter on WhatsApp on Monday; no reply yet.
2. Lead-generation pricing modelAwaiting Digicel We asked Digicel to choose between per high-intent lead, per completed activation, or a blend. Our position is a blend. Expect them to answer in the meeting; we should walk in with the split we want.
3. Digital acquisition spend capOpen · ours Submitted as a separate, guardrailed pass-through governed by a CPL ceiling and a monthly cap, figure "subject to collaborative discussion". It needs real CPL benchmarks for Google Search and Meta in this market before we put a number in the room.
4. Station-integrated promotion (BOOM / LIT)Joint session proposed Airtime, giveaway prizing and co-branded production sit outside both the agent rate and the digital spend. The proposal deliberately declines to price it and asks for a working session with Digicel to define the model first.

What we submitted

Commercial

TT$79.00 per agent logged hour, bundled: agent time, supervision, QA, WFM, recruitment and training, HR and fraud management, reporting. 10-agent minimum (subject to discussion). 6-month initial term. Valid 45 days, exclusive of VAT.

Context

Legacy rate on the 2024 campaign was US$12.00 per logged hour with DirecOne carrying platform and training. TT$79 is roughly US$11.65 at 6.78, so leaner, with Digicel now supplying both.

Staffing

1 supervisor : 15 agents · 1 manager : 4 supervisors · 1 QA analyst : 15 agents · dedicated WFM · trainer pool. Pilot runs leaner: one working supervisor, fractional QA and WFM.

These are our modelled starting ranges, not agreed figures. The pilot exists to validate them against real Digicel lead quality before either side commits to scaled headcount or price. The 1.0 SPH mentioned verbally on 19 August was corrected in the written proposal.