BPO Metrics audits the story behind the scorecard

Field notes

The service reconstructs customer-service performance from operational sources including ACD and dialer records, transfer trails, staffing data, repeat contacts, invoices, and contract terms. Its homepage illustrates the method with a reported 82.4% service level recalculated at 67.1%, alongside 94% evidence coverage and an explicit note that no provider scorecard was used. The offering is framed for QBR preparation, billing reconciliation, service-credit recovery, and ongoing monitoring.