The problem
You see ticket counts. You don't see quality. Your CSAT is 78% but you don't know why.
Our solution
We instrument quality with weekly QA sampling, CSAT after every ticket, and monthly trend reviews against benchmarks.
The metrics that matter
CSAT, FRT, FCR (first contact resolution), and reopen rate. The other 30 are noise.
QA scoring is a small lift, big payoff
Score 5% of tickets weekly against a 10-point rubric. Average CSAT will rise within a quarter.
Benchmarks for US e-commerce
CSAT 92%+, FRT under 2 hours business, FCR 70%+, reopen under 8%.
Who we are
Founded by Europeans living in the US, 123OutSourced operates as your boots-on-the-ground team — serving brands and sellers anywhere in the world with operations executed inside the United States. That mix — European discipline, US execution — is exactly what foreign brands need to win in the United States.
Next step
If this is hitting close to home, book a 15-minute intro call. We'll scope the work and show you exactly how we'd take this off your plate.