A weekly note from Scott Grigsby
One vendor number a week, checked against the raw data. Where it goes wrong, how to check it yourself, and what a report that leads to a decision looks like.
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A customer waited 19 minutes after a transfer while the dashboard stayed green. Plus a one-hour check on your vendor's bill, and two numbers worth questioning: service level and liquidation.
Read Issue #1
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Want these checks run on your own vendor data? That's what BPO Metrics does: independent audits of contact center and collections performance against the raw data and the contract.
See a sample audit