How we vet a call center before you ever see it.

Five gates, in order. Roughly one in six vendors that approach us reaches a client shortlist — and no vendor can pay to skip a step.

Compliance screened

ISO 27001 · SOC 2 · PCI-DSS · HIPAA · GDPR checked before any vendor reaches your shortlist.

COPC-aligned QA

Scorecards calibrated to your standards, not generic marketing metrics.

Floor audits by operators

Every shortlisted vendor floor is reviewed by someone who has run contact center operations.

SLA-first matching

Response, resolution and QA targets are defined before introductions ever happen.

The five gates

Compliance screening before anything else

ISO 27001, SOC 2, PCI-DSS, HIPAA and GDPR posture is checked and evidenced before a vendor is eligible for any shortlist. If a certificate cannot be produced, the vendor does not advance.

Floor audit by someone who has run a floor

We review the actual operation: seat capacity, redundancy, power and connectivity, workstation security, attrition and shrinkage history, supervisor-to-agent ratio and the training bench.

QA calibration against your standards

We build the scorecard from your escalation rules and tone, then calibrate sample interactions with the vendor's QA team so scores mean the same thing on both sides.

Reference checks with comparable programs

We speak to clients running similar volume, channels and industry — not the vendor's single best logo. We ask specifically about ramp slippage, billing surprises and attrition.

Supervised soft launch

The first two weeks run on a reduced queue with daily QA reviews and SLA checkpoints, so problems surface while the sample is small and the contract is still young.

What disqualifies a vendor

Undocumented compliance claims, agent attrition above roughly 60% annualized without a credible plan, refusal to allow client-defined QA scorecards, pay-to-play requests, and any vendor that will not put per-seat pricing in writing before onboarding.

What we tell you even when it costs us the deal

If your volume is too low for a dedicated team, or the work needs on-shore licensing, or a shared pool would serve you better than anything in our network, we say so. Matching is free, so we have no incentive to force a fit.

Want a shortlist instead of a search?

Tell us your volume, hours and quality bar. We come back within 48 hours with vendors that fit — free, and you contract directly with whoever you pick.

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