The short answer
Keep each client's QA form exactly as the client wrote it, and map every item on it to one in-house standard of behaviours. Score and report to each client on their own form, and use the in-house standard to compare agents, teams and programmes fairly. Calibrate regularly so every reviewer, and any automated scoring, reads each item the same way.
Why multi-client QA gets messy
An outsourced contact centre might run collections for one client, insurance claims for another and billing support for a third. Each client brings its own QA form, scoring weights, auto-fail rules and reports. Over time that produces:
- QA analysts who know some forms well and others badly
- Scores that cannot be compared: an 85 on one form is not an 85 on another
- Agents on two programmes coached against two definitions of a good call
- Client reports that take days to put together
Map every client item to one in-house standard
The fix is not to make clients use your form. It is to keep their forms and add a layer underneath.
Write your in-house standard
List the behaviours you expect on every call, whatever the client: opening and identification, verification, required disclosures, discovery, accurate information, resolution, compliant language, closing and wrap-up. Keep it to a few dozen items at most.
Map each client item to it
For every item on every client form, note which in-house item it measures. Some map one to one, some combine two, and a few are specific to that client and stay that way.
Keep the client's weights for the client
Client reports use the client's form, weights and auto-fails, exactly as contracted. Internal comparisons use the standard items.
Compare like with like
Now you can see that verification is weak across three programmes, or that one team is strong on disclosures everywhere, whichever form the calls were scored on.
| Client form item | Client | In-house standard item |
|---|---|---|
| Mini-Miranda given before discussing the account | Collections client A | Required disclosure delivered |
| Recorded-line notice read | Insurance client B | Required disclosure delivered |
| Two-factor identity check completed | Healthcare client C | Caller verified before details shared |
| Policy number and date of birth confirmed | Insurance client B | Caller verified before details shared |
| Hardship options offered when job loss mentioned | Collections client A | Vulnerability recognised and handled |
Run calibration sessions that actually converge
Calibration is how you make sure different reviewers score the same call the same way.
Pick calls that are hard to score
Easy calls produce easy agreement and teach nothing. Choose calls near the pass line, with partial disclosures or unusual situations.
Score independently first
Each reviewer scores the call alone before the session. Discussing first makes everyone drift towards the loudest opinion.
Compare item by item
Look at where scores differ on each item, not only the total. Two reviewers can reach the same total for different reasons.
Fix the definition, not just the score
When reviewers disagree, the item is usually ambiguous. Rewrite it with an example of a pass and a fail, and record the decision so new analysts inherit it.
Track agreement over time
Record the share of items where reviewers agree. It should rise after each session. If it doesn't, the form needs rework.
Invite the client now and then
Joint calibration with the client's QA team is the fastest way to find out you read an item differently from them.
Reporting to clients
- Use their form and their language. The client should recognise every item on the report.
- Show coverage. Say how many eligible calls were scored, not just the average score.
- Bring evidence. For a failed item, the client should be able to see or hear the moment it happened, with sensitive details masked.
- Keep clients apart. Programme data, recordings and reports must be separated by client.
Where Orian fits
How Orian runs one standard across clients
- Each client's QA items map to one in-house standard, so programmes compare fairly.
- Every eligible call is scored on the client's own QA form, imported from PDF, Excel or Word.
- An agent on two programmes uses one seat.
- The Pro plan adds calibration sessions, and a Client Portal that gives each client scorecards, compliance coverage, trends, masked call excerpts and signed reports they can verify.