Measured work, or it did not happen
Quality in outsourcing is not a promise, it is a routine: measure where you are, agree a target in writing, check a sample of the work against a checklist you approved, and explain every miss. This page is that routine in full.
- Baseline
- Week one
- Work checked
- Weekly, per person
- Scoring together
- Monthly
- Reason for a miss
- Every time
The numbers we agree to before we start
Every job starts by measuring how you are doing today. Then we agree a target in writing and report against it every month — including the months we miss.
- First reply on chatChat and social messages
- <0s
- Service level metMeasured per queue, per month
- 0%
- Accuracy after checkingBack-office and data work
- 0.0%
- Cover availableThree shifts, from week one
- 0/7
These are targets, not guarantees. We measure your current numbers in week one and write the agreed target into your contract.
What changes in the first three months
Roughly what you should expect once the process is written down, the tools are set up and the team is trained. Measured against your own week-one numbers.
| When | What | Target |
|---|---|---|
| Week 1 | We measure everythingYour current numbers, before we change anything | Your current numbers, before we change anything |
| Week 2–4 | First reply timeCut by half or better once routing and templates are in place | Cut by half or better once routing and templates are in place |
| Week 4–8 | Solved on first contact75% or more, as the help articles build up | 75% or more, as the help articles build up |
| Week 6–10 | Tickets older than a weekUnder 5% of what is open | Under 5% of what is open |
| Week 8–12 | Customer satisfaction4.6 out of 5 or better, held for a full month | 4.6 out of 5 or better, held for a full month |
| Month 4+ | Cost per ticketFalling — by removing tickets, not by using cheaper staff | Falling — by removing tickets, not by using cheaper staff |
We check the work, not just the numbers
A quality analyst reviews a set number of calls and tickets per person per week against a checklist you approved. You can see the scores by person, not just the average.
Two people sign off anything that cannot be undone
Payments, published data, deletions. One person does it, a second checks it, and both are recorded.
Every miss gets a reason and a fix
If we miss a target it goes in the monthly report with what caused it and what we are changing. 'We'll keep an eye on it' is not an answer.
We score together once a month
Your team scores the same sample we did. Where you disagree with us, we change the checklist — not the score.
Four meetings you can set a watch by
Every job runs the same rhythm, whatever the service. The pack arrives before the meeting so the meeting can be about decisions rather than catching up.
Shift handover
A written handover between shifts: what came in, what went wrong, what is still open. Nothing depends on a conversation nobody wrote down.
Check-in
Your team lead walks you through the numbers — targets hit and missed, quality scores, backlog, and anything heading the wrong way.
Full review
The whole picture: performance against every target, why we missed anything we missed, what we changed, and what we suggest next.
What to cut
Where the job should get smaller. We bring a list of what a script, a workflow change or a product fix should be doing instead of a person, with the saving worked out.
We work your hours, not ours
Three shifts out of India, so a queue in Sydney, London or New York is covered by someone who is awake and paid to be there.
Weekends and public holidays are planned in advance, not improvised. Your holidays and ours are different, and the rota accounts for both.
Every target we work to, in one table
Published in full so your procurement team can read it without booking a call. Each one is confirmed or adjusted against your own numbers before it goes in a contract.
| Service | What we measure | Target |
|---|---|---|
| Customer Support | First response time — chat | < 60 seconds |
| Customer Support | First response time — email | < 2 hours |
| Customer Support | First contact resolution | ≥ 75% |
| Customer Support | CSAT | ≥ 4.6 / 5 |
| Customer Support | QA score | ≥ 92% |
| Customer Support | SLA adherence | ≥ 98% |
| Technical Support | P1 acknowledgement | < 15 minutes |
| Technical Support | L1 resolution rate | ≥ 65% |
| Technical Support | Escalations with full repro | 100% |
| Technical Support | Reopen rate | ≤ 4% |
| Technical Support | Backlog older than 7 days | ≤ 5% |
| Sales & Lead Generation | Qualified meetings per SDR / week | 3–5 |
| Sales & Lead Generation | Speed-to-lead on inbound | < 5 minutes |
| Sales & Lead Generation | Meeting show rate | ≥ 70% |
| Sales & Lead Generation | Contact data accuracy | ≥ 95% |
| Sales & Lead Generation | CRM logging compliance | 100% |
| Back Office & Data Operations | Post-check accuracy | ≥ 99.5% |
| Back Office & Data Operations | Turnaround time — standard batch | < 24 hours |
| Back Office & Data Operations | Exception queue age | ≤ 48 hours |
| Back Office & Data Operations | Rework rate | ≤ 1% |
| Back Office & Data Operations | SOP coverage of live process | 100% |
| Finance & Accounting | Month-end close cycle | ≤ 5 working days |
| Finance & Accounting | Reconciliation match rate | ≥ 99.8% |
| Finance & Accounting | Invoice processing turnaround | < 24 hours |
| Finance & Accounting | AR days past due (> 60) | ≤ 8% |
| Finance & Accounting | Audit queries from our workpapers | 0 material |
| Recruitment Process Outsourcing | Brief to first shortlist | ≤ 21 days |
| Recruitment Process Outsourcing | Screen-to-interview conversion | ≥ 50% |
| Recruitment Process Outsourcing | Candidate response time | < 4 hours |
| Recruitment Process Outsourcing | Offer acceptance rate | ≥ 80% |
| Recruitment Process Outsourcing | 90-day retention of placed hires | ≥ 90% |
| Data Analytics & BI | Core dashboard freshness | < 24 hours |
| Data Analytics & BI | Pipeline uptime | ≥ 99% |
| Data Analytics & BI | Metric definition coverage | 100% of exec KPIs |
| Data Analytics & BI | Ad-hoc analysis turnaround | ≤ 3 working days |
| Market & Competitive Research | Source citation coverage | 100% of claims |
| Market & Competitive Research | Full study turnaround | 5–10 working days |
| Market & Competitive Research | Rapid brief turnaround | ≤ 48 hours |
| Market & Competitive Research | Revision cycles per report | ≤ 1 |
| AI Data Services | Inter-annotator agreement (Cohen's κ) | ≥ 0.85 |
| AI Data Services | Post-adjudication accuracy | ≥ 98% |
| AI Data Services | Batch turnaround | Per agreed SLA |
| AI Data Services | Guideline version currency | 100% |
| Engineering & Product Support | Sprint commitment met | ≥ 85% |
| Engineering & Product Support | Critical bug turnaround | < 48 hours |
| Engineering & Product Support | Change failure rate | ≤ 10% |
| Engineering & Product Support | Documentation coverage of shipped work | 100% |
| Content, SEO & Digital Ops | Publishing calendar adherence | ≥ 95% |
| Content, SEO & Digital Ops | Indexed rate of published pages | ≥ 95% |
| Content, SEO & Digital Ops | Core Web Vitals — pages passing | ≥ 90% |
| Content, SEO & Digital Ops | Structured data errors | 0 |
| Executive & Virtual Assistance | Response time in working hours | < 2 hours |
| Executive & Virtual Assistance | Calendar conflicts reaching the principal | ≤ 1 per month |
| Executive & Virtual Assistance | Recurring task completion | 100% |
These describe how we design and staff a team. They are not guarantees — the binding number for your job is the one written into your contract after we have measured your starting point.
Most outsourcing leaks start with shared logins
So our controls are deliberately boring.
Everyone has their own login
No shared accounts, ever. Every action in your systems can be traced to a person.
Read-only unless they need more
Extra access is requested, time-limited and logged.
Each person signs an NDA
Individually, not just company to company, plus confidentiality training when they join.
Managed laptops
Encrypted drives, screen locks, and a no-download setup where the work needs it.
Access reviewed every quarter
Every login is either re-justified or switched off, and the review is written down.
Data rules agreed up front
What we can store, where, for how long, and how it is destroyed when we finish.
We follow ISO 27001 and SOC 2 practices but do not currently hold either certificate. If you need a formal certification or a specific regulatory sign-off, we will tell you plainly what we have today and what it would take to get there.
How this works in practice
We measure. Before we change anything, we record how you are doing today on every number that will appear in the contract — response times, how much gets solved first time, accuracy, backlog and cost per item. Improvement with no starting point is just a story.
You approve it. We draft it from the process and your tone of voice, you edit it, and it is versioned from then on. Once a month your team scores the same sample we did — where you disagree with us, the checklist changes, not the score.
A set number of calls and tickets per person per week, so everyone is reviewed regardless of how much they handle, plus everything flagged as high-risk. We weight the sample towards the harder contact types rather than picking at random.
It goes in the monthly report with what caused it and what we are changing, who owns that and by when — whether or not you noticed. 'We will keep an eye on it' is not accepted internally either.
Yes. Quality scores, sampling records, two-person sign-off logs, access reviews and the version history of the written process are all available on request. If a formal audit is a procurement requirement, tell us during scoping and we will agree the evidence pack up front.
Ask us for the evidence pack
The quality checklist, the sampling records, a blank contract schedule and the monthly review format. Send them to your procurement team before you talk to us again.