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The Outsourcing Performance Scorecard
Beyond the rate card: a KPI framework to evaluate what your outsourcing partner is actually delivering.
A repeatable scorecard you can complete before your next quarterly business review.
Time: 10–15 minutes
Best for: COOs, VP Operations, VP CX, Procurement Leaders.
One scorecard, the full picture
Each section answers a question your next quarterly business review should already be asking.
1. The 8-Metric Scorecard
Plot your current provider across attrition, tenure, time-to-fill, QA, FCR, escalation rate, AHT, and CSAT.
2. Leading vs. Lagging Indicators
See which metrics move first: attrition, tenure, time-to-fill, and which confirm whether the trend is real.
3. Benchmark Ranges to Calibrate Against
Healthy-range targets for each metric, so you know what "on track" actually looks like before you compare providers.
4. A Repeatable QBR Process
Bring it to every quarterly business review: request the provider's numbers in advance, compare them with what you observe independently.
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About this resource
Complete one scorecard per outsourcing partner, per quarter. Use it to spot metrics that need a root-cause conversation before they show up in CSAT.