Own Goal Report
The BPO reports its own worst calls to the client, already fixed.
The job
Tell the client about the programme's worst calls before the client's own QA sample finds them, with each one already root-caused, coached and shown handled correctly, so a QA finding builds trust instead of costing it.
The moment
The vendor manager replies to Monday's email: “Our QA flagged one of these on Thursday; you had coached it on Tuesday and the agent's next call is textbook.” The counter on the report reads Found first by us: 23 of 24 this quarter, and service credits at risk from quality fell from $41k to $6k.
What it does
- Log an own goal
- Log coaching and pick the replay call
- Record a client finding
- Approve and send the match report
- Open the evidence
What you see
Football match report of self-reported own goals with 20-second replay cards, delivered as an email one-pager
What it moves
Found-first rate (share of the quarter's own goals the BPO disclosed before the client's QA found them), plus quality service credits at risk in US dollars
Built for
- CX leaders & VoC
- QA, training & knowledge
- Partners & ecosystem
- Contact-centre operations
