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Live Performance

We measure everything.
We show everything.

Real performance data from active Expivia programs. Updated quarterly. Client names anonymized. Numbers are real.

Aggregate Performance

Across all active programs.

92.4
Avg QA Score
OttoQA, 100% of calls
74%
Avg FCR
First call resolution
4.6
Avg CSAT
Out of 5.0
98.1%
Compliance
Real-time monitored
24s
Avg ASA
Speed of answer
Program Scoreboard

Individual program performance.

Client names anonymized for confidentiality. Metrics are from the most recent quarterly review. Programs with named permission are identified.

Program
Size
Tenure
QA
FCR
CSAT
Status
[Healthcare SaaS Client]
Healthcare
45 seats
3 yr
94.2
82%
4.8
Active
[National Health Plan]
Healthcare
120 seats
2 yr
91.8
76%
4.5
Active
[Fintech Platform]
Financial
35 seats
18 mo
93.6
71%
4.7
Active
[Regional Bank]
Financial
25 seats
4 yr
92.1
69%
4.5
Active
[DTC Ecommerce Brand]
Retail
15 seats
14 mo
95.1
84%
4.8
Active
[Fashion Retailer]
Retail
40 seats
2 yr
91.3
73%
4.4
Active
[State Social Services]
Government
60 seats
3 yr
90.8
68%
4.3
Active
[211 Program]
211
30 seats
5 yr
93.4
72%
4.7
Active
[SaaS Platform]
Technology
20 seats
1 yr
94.7
79%
4.9
Active

Data represents most recent quarterly review. Client names replaced with industry descriptors for confidentiality. Contact us for named references with client permission.

Methodology

How we measure.

QA Score

OttoQA scores 100% of calls for quality, compliance, and sentiment. Not a 2% sample. Every interaction is analyzed by AI the moment it ends. The score reflects actual performance across all calls, not a cherry-picked subset.

First Call Resolution

Measured by OttoQA disposition analysis. A call is resolved on first contact when the customer's issue is fully addressed without requiring a callback, transfer, or follow-up contact within 7 days.

CSAT

Post-interaction survey scores on a 1 to 5 scale. Collected via IVR, SMS, or email depending on program. Response rates vary by vertical. Healthcare and financial tend to have lower response rates than retail.

Compliance

Real-time OttoQA monitoring flags regulatory, script, and procedural compliance issues on every call. Compliance rate represents the percentage of interactions with zero compliance flags.

References

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We do not hide behind NDAs. We show results.

Updated quarterly. Because accountability is the product.

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