BPOs
How DashBPO 5x'd QA Sample Volume While Reducing Disputes by 3% Across Multi-Client Operations
Published
December 15, 2025
By implementing Intryc's AI-powered platform, DashBPO increased sample volume by 5x within the first two months of implementation, reduced dispute benchmarks by 3%, and achieved 1% variance between automated and manual QA.
A Global BPO Managing Complex, Multi-Client Support Across Industries and Channels
DashBPO provides outsourced customer interaction services including call center support, technical assistance, sales, collections, and quality assurance for clients across finance, automotive, healthcare, telecom, and technology sectors. With operations in Panama, South Africa, and headquarters in Orlando, they manage multi-channel support (phone, email, chat, social media, SMS) for multiple accounts globally.
When One QA System Must Serve Dozens of Clients, Channels, and Requirements
Before Intryc, DashBPO's QA process faced a fundamental constraint. "It was a very less dynamic state, a less dynamic process, and it puts us in a place where we needed to be planning ahead but executing to the past," explains Nestor Alvarez, Quality Manager at DashBPO.
The challenge was unique to the BPO model. "We have the particular scenario where we handle multiple accounts, multiple clients all over the world, multiple systems," Alvarez notes. This complexity meant their QA approach needed to adapt to different client requirements, industries, and support channels dynamically.
Why DashBPO Chose Intryc: Finding a QA Partner That Could Adapt to a Multi-Client BPO Environment
DashBPO needed a partner that truly understood the complexity of operating across multiple clients, regions, and systems. Their QA environment required a team capable of adapting to diverse account requirements and adjusting to the realities of a multi-client BPO model.
The partnership approach was critical. "Intryc has helped me to navigate through those systems significantly."
Transforming QA Across Clients: More Coverage, More Accuracy, More Trust
5x Increase in Sample Volume
Intryc enabled DashBPO to evaluate five times the volume of samples compared to their previous process, providing greater visibility into quality across their diverse client base.
3% Reduction in Dispute Benchmarks
"Overall, we decrease about 3% our benchmark of disputes when handling the system," Alvarez reports.
1% Variance Between Auto QA and Manual QA
"That's allowed us to get down to 1% variance between auto QA and one of our QA," Alvarez confirms.
The Future: Automated Coverage + Human Insight for Continuous Improvement
DashBPO is evolving toward a tiered, hybrid approach. "We want to move to a second tier where we have a volume that is automatically audited so that we have more data to coach the team."
Alvarez emphasizes ongoing validation: "AI checking AI is something that seems unusual but will be very, very key as we grow."
"Make sure you have a partner that understands your opportunities, and that you lean on their knowledge. Being able to connect and get the right support for using tools correctly is key for success," Alvarez advises.
Scale Quality Across Multiple Clients Without Multiplying QA Headcount
See how Intryc helps BPOs 5x their sample volume and keep automated and manual QA in lockstep across every client, channel, and region.
