Starter · Part of Client Portal
SLA scorecard (Wave 1.5)
Two automated KPIs (schedule adherence, schedule coverage) plus two HR-admin manual slots (QA, CSAT) — clearly labelled — until Wave 2 fills them in automatically. Honest representation of what's measurable today, no smoke and mirrors.
For the operator
Two automated KPIs (schedule adherence, schedule coverage) plus two HR-admin manual slots (QA, CSAT) — clearly labelled as manual until Wave 2 fills them in automatically. The client sees what's measured automatically and what's manually entered; the account manager doesn't have to invent the answer to 'where did this number come from'. Honest representation of what's measurable today, no smoke and mirrors.
Business impact
SLA-credit disputes consume a meaningful share of account-manager time at most BPOs and frequently end with credits being paid that the operational data wouldn't have justified. A scorecard with transparent provenance — what's measured, what's manually entered, where the numbers come from — shifts those conversations from negotiation to data-review and protects margin against credit pressure that's based on missing-data assumptions rather than actual performance shortfalls.