CallForce BPO

The Challenge

CallForce BPO was growing fast, but their QA function couldn't keep up. With 320 agents across three sites in Johannesburg, Cape Town, and Durban, quality managers were drowning in spreadsheets. Evaluations were inconsistent — the same call scored 72% by one analyst might score 61% by another. Agents disputed scores regularly, and with no structured appeal process, disputes dragged on for weeks.

Monthly reporting took four days to compile. By the time data reached the MD, it was already stale. Client SLA scorecards were prepared manually, making it impossible to give clients real-time visibility into campaign performance. Three key clients were threatening to move to competitors who offered live dashboards.

The final straw: a compliance audit in Q1 flagged 23 unresolved written warnings and missing coaching session signatures across the floor. HR had no single view of agent disciplinary history.

The Solution

CallForce deployed QUALICORE enterprise-wide in 14 days. Scorecards were built per client campaign using QUALICORE's weighted-section builder — with fatal-fail items mapped to regulatory requirements. All 14 QA analysts were onboarded and calibrated within the first week using QUALICORE's live calibration session tool.

The auto-escalation engine replaced their manual triage process. Critical-urgency escalations now route directly to the relevant team leader with a 2-hour SLA countdown visible to both QA and operations. Agents access their own evaluation history, dispute resolutions, and coaching plan progress through the agent portal — reducing "where's my score?" queries to the QA team by over 70%.

Coaching plans are generated in two clicks from a low-scoring evaluation, pre-populated with the specific section scores, suggested actions from the knowledge base, and a 30-day follow-up schedule. Team leaders sign off via digital signature on mobile — no more chasing printed forms.

The Results

Within 90 days, QA pass rates climbed from 58% to 84% across all three sites. The most impactful driver was scorecard consistency: inter-rater reliability improved from 71% to 96% after calibration sessions became weekly fixtures.

Monthly QA reports that used to take 4 days now generate in 11 seconds. Client campaign scorecards are exported as branded PDFs with one click. Two of the three at-risk clients renewed their contracts — citing QUALICORE's live reporting portal as a key differentiator.

The ops team now runs daily 8-minute stand-ups from the QUALICORE Ops Command Centre dashboard, tracking SLA breaches, coaching compliance, and daily evaluation targets in real time. Compliance exposure was eliminated — all written warnings, coaching sessions, and dispute outcomes are timestamped and audit-ready.