A BPO’s QA problem is shaped differently from an in-house team’s. Each client brings their own scorecard, their own compliance requirements and their own reporting expectations, and quality evidence is frequently contractual. It goes in the monthly review and it comes up at renewal.
In QXAI
Scorecards are per-campaign, so each client’s calls are graded against their own criteria. There is also a role restricted to its own data, for giving a client visibility into their programme without opening the whole floor.
For BPOs