Handicap League
Ranks your outsourcers fairly by handicapping each for its hardest calls.
The job
Compares several outsourcers and the in-house team on one scorecard, adjusted for how hard each one's calls are, and moves volume and bonuses based on the fair result.
The moment
Several outsourcers and the in-house team are ranked on one golf-style leaderboard. On raw scores, Vendor B comes last.
Then handicaps are applied call type by call type, adjusting for how hard each one is. Once the cancellation calls are adjusted, Vendor B climbs to first and the in-house team drops to fourth.
The vendor manager moves 15% of call volume.
The next month, repeat contacts across all providers fall, as the forecast made in advance said they would.
What it does
- Save the allocation
- Send sealed vendor cards
- Apply the new routing split
- Record the verdict
- Open a hole's calls
What you see
Golf leaderboard whose handicaps apply hole by hole, turning gross into net
What it moves
Repeat contacts and difficulty-adjusted quality across all providers after volume is moved, and the share of volume moved on evidence.
Built for
- Compliance, complaints & legal
- Contact-centre operations
- CX leaders & VoC
