"Dedicated team" seems to mean three different things depending on which BPO you ask
We're shortlisting support vendors right now because our ticket volume outgrew what four people can hold, and every provider has said "dedicated team" within ten minutes of the call starting.
It covers at least three setups though, since some mean named agents who only touch your queue, some mean agents assigned to you on paper who are quietly covering two other accounts when your volume dips, while one clearly meant a shared pool with our logo on the dashboard.
What sorted it fastest was asking whether the agents work any other account, who owns the training material after month three and and whether they log into our Zendesk or work in a mirrored system and copy things across. The last question caught two of them out.
Ramp answers ranged from two to six weeks depending on how much product knowledge the role needs, so I'm assuming anyone quoting less than that has people sitting idle.
What did you ask that turned out to matter more than you expected?