Handicap League
Ranks your outsourcers fairly by handicapping each for its hardest calls.
Listen
Reason
Act
Verify
Learn
Closes 4 of 5: Listen, Reason, Act, Learn
The job
Compare several outsourcers and the in-house team on one scorecard, adjusted for how hard each one's calls are, and move volume and bonuses on the fair result.
The moment
Example, illustrative figures
Gross scores put Vendor B last. As the cancellations hole applies its handicap, B climbs to first and the in-house team drops to fourth; the vendor manager moves 15% of volume, and next month's portfolio repeat contacts fall as the advance forecast 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
Portfolio repeat contacts and net quality after reallocation, and the share of volume moved on evidence
Built for
- Compliance, complaints & legal
- Contact-centre operations
- CX leaders & VoC
