Philippines staffing blog ·
Build a useful scorecard for an outsourced help desk role
Evaluate accuracy, ownership, evidence, and communication without reducing quality to speed.
Direct answer
Measure correct routing, approved answers, useful notes, safe stopping, updates, and accepted handoffs.
Define each measure with a sample, denominator, and review rule; speed alone is not quality.
Separate role performance from missing articles, unavailable approvers, broken integrations, and unclear boundaries.
Assign a source correction and review date for every recurring finding.