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TrackAgent

One platform.
Every client’s standards.

For BPO teams that need each client’s quality standards, campaigns and reporting kept separate.
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Client workspaces

Illustrative workflow
  • Client ACustomer support
    • Quality standards
    • Campaigns
    • Reports
  • Client BSales follow-up
    • Quality standards
    • Campaigns
    • Reports
  • Client CTechnical support
    • Quality standards
    • Campaigns
    • Reports

Your clients are different. Their quality standards should be, too.

Each client needs scorecards, policies and workflows that match its program, so every conversation is judged against the right standard.
  • Custom quality standardsScorecards that fit each client, team or campaign.
  • Separate campaignsConversations, data and reports organized by client.
  • Clear reportingPerformance measured against each client's own standards.
Client A scorecardCustomer support
Verification
Required
Accuracy
Weighted
Empathy
Weighted
Resolution
Required
Sample policy · illustrative
Client B scorecardSales follow-up
Disclosure and consent
Required
Qualification questions
Weighted
Objection handling
Weighted
Clear next step
Required
Sample policy · illustrative

How we approach a client program

From the client’s QA form to the client report.

Most BPO teams already have each client’s quality standard on paper. The work is putting it to use on that program’s calls.
  1. 01

    Set up each client

    Treat every client program separately: its scorecards, campaigns, conversations and reports apart from other clients’.
  2. 02

    Encode their standard

    Turn the client’s QA form into a scorecard: required items such as verification or disclosures, and weighted items such as accuracy and empathy.
  3. 03

    Review with evidence

    Tie each score to the moment in the transcript behind it, so QA leads can confirm or correct a result before it reaches the client.
  4. 04

    Report per client

    Share results against that client’s own standard, with the calls that support them, instead of rebuilding a spreadsheet for every review.

Campaigns and reporting

Separate campaigns. Clearer insights.

Keep each client’s campaigns, conversations, and reports organized, so you can see what matters and share the evidence behind it.

Let’s talk about your operation

Campaign reporting · Client B

Illustrative workflow
Illustrative campaign report for a fictional client
CampaignTop topicStandard
New customer salesProduct informationClient B scorecard
Upgrade offersPricing questionsClient B scorecard
Renewal remindersContract timingClient B scorecard

Questions BPO teams ask

Before you bring it to a client.

Can each client have a different scorecard?

They should. A support program and a sales follow-up program need different criteria, weights and required items, and setting that up per client is a core topic on the discovery call.

Are human and AI calls held to the same standard?

Within a program, they should be. Holding your agents and AI callers to the same client standard gives the client one view of quality.

Who decides how an AI agent behaves on a client program?

Your team should. Changes to how an AI agent behaves need an authorized person’s approval. See how we think about conversation intelligence.

What does it connect to?

Usually phone systems, CRM, scheduling and helpdesk tools. We go through your systems on the discovery call. See integrations.

Related reading

Let’s talk about your operation.

Talk through how your BPO holds every client to its own standard, from the first call to the client report.

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Call qualityAI voice agentsSecurity questions