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What should we measure at the network level vs vendor partner level? Why?

Business and Finance

Business and Finance

What should we measure at the network level vs vendor partner level? Why?

your presentation, please outline the following :

1. Provide an overview of the KPIs and supporting performance metrics that paint a full picture of the health of our outsourced servicing network.

○ What differentiates topline vs leading KPIs?

2. Create a weekly business review (WBR) framework that enables us to holistically understand the vendor networks’ performance against key servicing

performance measures.

○ What should we measure at the network level vs vendor partner level? Why?

3. Build out a roles & responsibilities framework across key areas of vendor management that outline different responsibility/accountability lines across Vendor Management, Vendor Partners, Workforce Management, Training & Quality, and other key departments that would need to be leveraged if/when servicing metrics are missed in order to identify root cause and enable the creation of remediation plans that address the shortfalls

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Regards,

Custоmer Suppоrt

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