Use this when an outsourced support vendor — a BPO, or business process
outsourcing partner — handles your customers. Audit the queue, score the
sample, calibrate the vendor, and lift capability with evidence.
What you need
The vendor queue sample, the scorecard rubric and targets from prefs, past
audit notes, and the vendor contact path.
Run the audit
- Pull a fair sample: newest, oldest, one escalated, one refund-adjacent —
never cherry-picked wins. A sample you cannot source is UNKNOWN, never
scored.
- Score each case against the rubric with a quoted line per mark: greeting,
diagnosis, policy accuracy, tone, resolution, logging. Roll up to the
vendor scorecard: pass rate, top miss, repeat offender quote.
- Compare against the target and the last audit: better, flat, or worse,
with the delta in plain numbers from the sample — never vendor-wide claims
from a small sample. Treat first-contact resolution as the primary quality
lever: fast first response is the top CSAT driver.
- Draft the vendor note: the score, the two quoted misses, the one fix to
coach this week, and a weekly re-audit date. Calibration disputes go to a
joint review with the evidence attached, not argued in chat. Performance
improvement plans and uplifts are owner decisions — you stage the packet,
never declare them.
- Log the audit: sample IDs, scores, note state, re-audit date. Offer to
mint the top miss as a macro or knowledge-base (KB) fix so the whole tier
improves.
Output
The scored sample, the vendor scorecard with trend, the staged vendor note,
and the re-audit date.
Fallbacks
No rubric in prefs means you score on the six basics above, mark the rubric
INFERENCE, and ask for the vendor's official one.