How DashBPO 5x'd QA Sample Volume While Reducing Disputes by 3% Across Multi-Client Operations

Alex

December 15, 2025

Dash BPO is a world-class business process outsourcing provider service major global clients and industries. Both operational excellence and technological prowess are non-negotiable for all of their customers' high stakes services and communications.

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, a world-class and unprecedented gap score, between automated and manual QA, enabling them to scale quality assurance and further differentiate from and propel themselves ahead of their competition.

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," Nestor Alvarez, Quality Manager at DashBPO explains.

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, which is something their previous process couldn't handle dynamically.

AI today is that change, is that part that helps us move forward in a different way and changing the way that we've done all of our activities, all of our duties in the past. Implementing these tools helps us to be more agile. It helps us to be quicker. It helps us to have higher volume. My name is Nestor Alvarez. I am the quality manager for Dash BPO. We are a service company that handles multiple type of clients. We go from customer service to health industry, banking and finance, and we provide call center services of multiple kinds. Volume for us translates into a different way of coaching. It translates into our team being able to see behavioral trends rather than specific failures. In the past, quality, it's a space where we focus more on individual audits, on the process of trying to find what was the failure and coach to that failure and make sure that we're trying to adjust to how our agents are working and making sure that our processes are aligned with what we need to do. It was a very, a 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. Intric has helped me to navigate through those systems significantly. I would say that, the team, Dimitri, George, yourself, Alex, I think that you guys are very involved and I really appreciate that because we have the particular scenario where we handle multiple accounts, multiple clients all over the world, multiple systems. And that means that we need to speak to a team that understands that nature and that is able to adapt and adjust to it. We've been able to prove using a platform and making sure that we are accurate and stable, that we at the very least 5x the volume of samples. That is the initial integration that we have, that is kind of the standard that we have across our implementation because we want to make sure that it is clear for our client that we are providing service or a tool that helps us and them to improve overall. We decreased about three percent our benchmark of disputes when we're handling the system. And that's allowed us to go us down as to one percent variance between auto QA and one of our QAs. We want to move to a second tier where we have a volume that is automatically audit so that we have more data to coach the trend to make sure that we are aligning with the requirements from our client. And then a volume that is hybrid to give insights on the operation, to give insights on what else we can improve overall and focus on the improvement of the account of our clients' growth as well. AI, checking AI, it's something that seems unusual, but will be very, very key as we grow and this technology grows to making sure that we're never leaving these tools alone. We're always focusing on how we can make sure that everything's running smoothly and that it does what it's supposed to do. One advice that I would give to other quality leaders is make sure you have a partner that understands your opportunities and that you lean on their knowledge. And being able to connect and get the right support for you to use correctly those tools is key for success.

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. Intryc’s involvement and ability to navigate that operational landscape proved essential. The partnership approach played a critical role, providing the support DashBPO needed to work effectively across their systems and workflows.

The partnership approach was critical. "Intryc has helped me to navigate through those systems significantly."

A Careful, Data-Driven Integration That Demonstrated Clear ROI Early

DashBPO took a deliberate approach to implementation, focusing on proving value before scaling.

"We've been able to prove using a platform and making sure that we are accurate and stable, that we at the very least 5x the volume of samples," Alvarez notes.

This initial integration established "the standard that we have across our implementation, because we want to make sure that it is clear for our client that we are providing a service or a tool that helps us and them to improve."

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 far greater visibility into quality across their diverse client base.

3% Reduction in Dispute Benchmarks

"Overall, we decrease about 3% our benchmark of disputes when we're handling the system," Alvarez reports. This reduction in disputes improved both efficiency and confidence in the QA process.

1% Variance Between Auto QA and Manual QA

The accuracy of AI-powered evaluations proved remarkably consistent with human judgment. "That's allowed us to get down to 1% variance between auto QA and one of our QA," Alvarez confirms. This tight alignment meant automated evaluations could be trusted at scale.

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, to make sure that we are aligning with the requirements from our client and then evolving that hybrid to give insights on the operation, to give insights on what else we can improve overall, and focus on the improvement of the account of our clients' growth as well."

This model combines automated coverage for comprehensive data with human oversight for strategic insights, a crucial balance for BPO operations serving diverse clients.

AI Checking AI

Alvarez emphasizes the importance of ongoing validation:

"AI checking AI is something that seems unusual but will be very, very key as we grow and this technology grows, to make sure that we are never leaving these tools alone. We are always focusing on how we can make sure that everything is running smoothly, and that it does what it's supposed to do."

Metric	Before	After	Verified Impact
Sample volume	Baseline	5×	Massive scale
Dispute benchmark	Baseline	−3%	Fewer disputes
Auto vs manual variance	N/A	~1%	High trust
QA model	Static	Hybrid	Scalable

What Multi-Client QA Teams Need to Scale Without Adding Cost

For other quality leaders in BPO or multi-client environments, Alvarez offers clear advice:

"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 you to use correctly those tools is key for success."

The complexity of managing quality across multiple clients, industries, systems, and geographies requires more than just software, it requires a partnership that adapts to unique operational realities.

"We've been able to 5x the volume of samples with 1% variance between auto QA and manual QA. The [Intryc] team understands our particular scenario where we handle multiple accounts, multiple clients all over the world, multiple systems, and they're able to adapt and adjust to it.”

Nestor Alvarez, Quality Manager
DashBPO

Scale Quality Across Multiple Clients Without Multiplying QA Headcount

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Nestor Alvarez, Quality Manager, DashBPO