This is the practice that runs inside every operation we take on — and it is also available on its own, for teams that stay in-house. Quality scoring that is calibrated rather than ad hoc, and a workforce plan that holds service levels without burning the team out.
Evaluation forms built per contact type rather than one generic scorecard, scored against criteria that are written down. Results are reported in a form that can be traced back to individual contacts.
Regular calibration sessions so evaluators score the same contact the same way, and coaching loops that tie individual feedback to what the evaluation actually found. Scoring nobody trusts changes nothing.
Volume forecasting at interval level, and schedules built against it rather than against headcount averages. Shrinkage is planned for as a known quantity rather than explained after the fact.
Intraday monitoring of queues and adherence, with the escalation paths to act when the day does not follow the forecast — which is most days.
The exact scope is agreed during scoping. These are the activities this kind of programme normally covers.
Our quality, measurement and coaching practice follows the COPC Customer Experience Standard. Working to a published standard is what makes the numbers comparable month to month, and checkable by you rather than taken on trust. Conversantix is COPC-aligned in practice; we do not claim COPC certification.