How EverHelp scaled QA coverage by 270%
- 270%
- more QA coverage
- 280%
- more tickets handled per hour
- 75%
- less coaching prep
A BPO running more than 100 client projects moved quality control off Google Sheets. Coverage went up 270% and tickets handled per hour went up 280%.
The situation
EverHelp was founded in 2019 to change how outsourced customer service works. By 2024 it was a team of over 400 support experts, with a 93% employee retention rate and more than 100 client projects delivered.
Quality control at that scale was running on Google Sheets. For a BPO that is not just inefficient: every client has different standards, and a spreadsheet cannot enforce sixteen different definitions of good.
What changed
Moving quality control into Kaizo meant automated scoring against each project’s own criteria, rather than a manual sample assembled by hand. Coaching cards are generated per agent from their own conversations, which matters when the team spans sixteen domains and no single manager knows every client’s context.
The result
Between 2023 and 2024, QA coverage rose 270% and tickets handled per hour rose 280%. Coaching prep dropped by 75% across sixteen domains.
Interviewed: Viktoriia Stepashko, Quality Control Team Lead, EverHelp.
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