01
Scorecards
Define the behaviours, accuracy standards and process requirements that matter to the account.
Quality Assurance
Quality should be visible, coachable and tied to the workflow.
A managed outsourcing model needs more than supervision. AllshoreCX can build client-specific QA, coaching and performance reporting into day-to-day delivery.
02
Monitoring
Review calls, work items or transactions using a sampling approach appropriate to the workflow.
03
Calibration
Align client stakeholders, operations managers and QA reviewers on what “good” looks like.
04
Coaching
Turn recurring quality findings into targeted feedback and development actions.
05
Root Cause
Separate people issues from process, system and knowledge gaps before choosing the corrective action.
06
Reporting
Give clients regular visibility into trends, exceptions and improvement activity.
Examples of KPIs
Measure the workflow, not vanity metrics.
The right metrics vary by service. A call-centre scorecard should not be imposed on an AR work queue, and an NEMT operation requires different visibility from bookkeeping.
Possible measures
Build quality into the scope from day one.
Define what will be measured, how it will be reviewed and who owns corrective action before the team goes live.