Skills CX operations
Comparing outsourcers and sites
A vendor comparison has money and contracts attached, so it gets argued about in a way an internal team comparison does not. The vendor will find any methodological weakness, and they will usually be right about it — because the naive comparison is genuinely unfair.
npx rulebase-skills install cx-outsourcer-scorecardWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “compare our BPO sites”
- “which vendor is performing best”
- “site A scores lower than site B”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Adjust for mix before comparing anything
Sites are rarely given identical work. Differences that move quality and handle time independently of how well the site operates: Channel mix, which has the widest baseline spread of anything.
Make sure the instrument is fair
Check grader agreement per site before comparing scores. If the rubric is applied less reliably to one site's work — a different language, a channel with worse transcription, graders unfamiliar with that market — then the sites are being measured with different instruments and the comparison is not valid at all. This check comes before the comparison, not after it is disputed.
Report distributions, not just averages
A site average hides the shape, and the shape is where the operational finding is: Report the bottom decile. A site with a good mean and a bad tail has a.
Contractual measures need extra care
If numbers feed a service credit or a penalty, treat them as a contract, not a report: Define every term in the contract, not in a dashboard, Define what happens when volume is too low to measure a period.
What to compare beyond quality scores
A quality score alone is a thin picture of a vendor and easy to argue with. Add: Repeat contact rate on comparable work, Coverage and adherence to agreed volumes, Complaint rate on comparable work.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
