Optimal OffshoreService 02 · SLA recovery · Flagship
Get the number back in SLA — and keep it there.
Most turnarounds buy you one good week. Ours holds after the war-room leaves — because we fix the driver, then lock the gain.
01 ▸ The problem
One good week isn't a recovery.
The account dips out of SLA. Everyone scrambles. It looks fixed for a week — then it slides right back.
Escalations pile up. CSAT slips. And the client quietly starts asking who else is out there.
02 ▸ Why it breaks
Five reasons the number won't hold.
Firefighting, not fixing.
Symptoms get patched every week; the root driver never actually gets found.
The average hides it.
A decent mean masks a bottom decile quietly dragging the whole line down.
Opinion over evidence.
Calls made on gut feel instead of Pareto, 5-Why and control charts.
Coaching sprayed everywhere.
Effort spread across everyone — not aimed at the few who move the number.
No control plan.
Nothing locks the gain in, so it walks out with the next good week.
You don't need a new vendor.You need the number back — and holding.
Recovery isn't heroics. It's DMAIC discipline — find the true driver, drive it down, then lock the gain with a control plan and a named owner on every variance.
No black box · Operator-owned
03 ▸ How we do it
A 48-hour war-room. Then a plan that holds.
Four phases — from diagnostic to a gain that stays locked in.
Diagnose
A 48-hour war-room: Pareto the defects, 5-Why the top drivers, control-chart the metric to split signal from noise, and decile agents by performance.
Recover
Top-3 defect drive-down sprints, bottom-decile coaching, real-time queue triage, and quick-win poka-yokes dropped straight into the workflow.
Sustain
A written control plan with control charts, a weekly business review, and a named owner on every variance driver.
Enable
Calibration to shrink QA variance; coaching aimed at moving the bottom decile — not flattering the average.
BenchmarkBenchmarked to Concentrix / Teleperformance turnaround SWAT + GE-grade DMAIC discipline.
04 ▸ What you get
Back in SLA — and staying there.
Fast time-to-green
The war-room moves in hours — recovery measured in weeks, not quarters.
Root cause, not symptoms
The actual driver found and driven down — so it doesn't come back.
The bottom decile lifted
Coaching aimed where the number actually moves, not at the average.
A control plan that holds
Control charts and a named owner on every variance driver.
A weekly business review
The number stays visible — not reconstructed at month-end.
05 ▸ Held to the number
The numbers we drive.
Chosen with you on day one. Baselined to your account — not ours.
Back above target — and holding, not just for one good week.
The customer feels the recovery, not only the dashboard.
Fixed first time — fewer repeats, less rework downstream.
Faster handling and a queue that's actually draining.
GovernanceRed-amber-green, in the open, every day. No black box.
06 ▸ Related services