Own Goal Report
The BPO reports its own worst calls to the client, already fixed.
The job
Tells the client about the programme's worst calls before the client's own QA sample finds them, each already traced to its cause, coached and shown handled correctly, so a QA finding builds trust instead of costing it.
The moment
On Monday, an outsourced contact centre emails its client a one-page report of its own worst calls, like own goals in a football match report. Each is already investigated and coached.
The client's vendor manager replies: "Our QA flagged one of these on Thursday; you had coached it on Tuesday and the agent's next call is textbook."
The report's counter shows the outsourcer found 23 of its 24 worst calls first this quarter.
Service credits at risk from quality problems have fallen from $41,000 to $6,000.
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
The share of the quarter's worst calls the outsourcer reported before the client's QA found them, and quality service credits at risk in US dollars.
Built for
- CX leaders & VoC
- QA, training & knowledge
- Partners & ecosystem
- Contact-centre operations
