Blog
Operations and quality
Back-office accuracy, quality assurance, technical support, sales and collections.
Latest posts
6 posts
Operations and qualityWhat to delegate first to a virtual assistant
The tasks founders and managers should hand to a virtual assistant first, how to set them up in the first two weeks and how to make the arrangement last.
3 min read
Operations and qualityDebt collection that protects customer relationships
Why early, polite and persistent contact recovers more money than aggressive tactics, and how to design a collections programme that customers will respect.
3 min read
Operations and qualityOutsourced sales development: how an SDR team fills your pipeline
How an outsourced sales development team researches accounts, runs outreach, qualifies leads and books meetings for your closers, and how to measure it honestly.
3 min read
Operations and qualityTechnical support tiers explained: Tier 1, Tier 2 and when to escalate
What Tier 1, Tier 2 and Tier 3 support each handle, how escalations should work and how an outsourced help desk can resolve more on first contact.
2 min read
Operations and qualityBack-office accuracy: double checks, sampling and root-cause fixes
How outsourced back-office teams keep data entry, orders, claims and finance admin accurate, from documenting procedures to second checks and weekly error reporting.
3 min read
Operations and qualityHow QA scorecards work, and how to build one with your partner
What a quality assurance scorecard measures, how interactions are sampled and scored, why calibration matters and how scores turn into coaching.
3 min read
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