Solutions
BPO quality management
A BPO is scored against a different script for every client. One shared spreadsheet hides which campaign failed and who coached it.
How a team uses QUALICORE
- Create one client record per campaign.
- Attach that client’s scorecard, including its own fatal lines.
- Assign QA analysts and supervisors only to the clients they work.
- Submit evaluations, coaching and disputes on that client.
- Export the report for that client.
Compliance
Put the client’s required disclosures on their scorecard. The compliance score is only as complete as those criteria. QUALICORE does not certify the BPO.
What changes in the operation
The operational gain is one place to see each client’s scores, coaching acknowledgements and disputes, with access limited by assignment.
Does QUALICORE replace our dialer?
No. It scores and coaches the interactions you bring in. Dialling and workforce scheduling stay in those systems.