Crescendo standardizes quality validation across global operations

Industry

Outsourcing & Operations Support

Customer

Christina Sadler

Director of Training

User since

Feb 2025

Crescendo provides outsourced customer support and back-office operations for startups and tech companies.

With teams in Honduras and the Philippines handling diverse client needs - sales, healthcare, tech support, content moderation - Crescendo needed consistent quality validation across all operations. Without standardized assessment, quality varied by region and role, and there was no reliable way to verify that agents met client standards before deployment. By implementing automated quality validation, Crescendo now has consistent measurement across all regions and roles, with 50% less time spent on manual assessment.

The challenge

Quality assessment wasn't consistent across regions

Crescendo's global operations were growing, but quality assessment wasn't standardized. Without consistent validation criteria, quality varied between regions and roles. Manual assessment was subjective and time-consuming, and there was no reliable data to measure whether agents met standards before deployment. Leadership knew quality was uneven but lacked the visibility to pinpoint where.

"We were stuck using traditional methods that just weren’t keeping up with our growth. On top of that, we lacked real data to measure success, which made it hard to refine our approach and improve training outcomes."

Christina Sadler

Director of Training

WHY SOLIDROAD?

Standardized quality validation that works everywhere

Crescendo needed quality validation that worked the same way across all regions and roles. Solidroad offered automated assessment against consistent criteria - language proficiency, communication quality, role-specific competencies - applied uniformly regardless of location. This replaced subjective manual review with objective, data-backed validation.

SOLUTION

Consistent quality standards across all operations

Crescendo now uses Solidroad to validate quality across hiring and deployment globally. Candidates complete AI-scored simulations that assess communication quality and role-specific competencies against the same standards, whether they're in Honduras or the Philippines. For deployed agents, ongoing validation ensures quality standards are maintained across all client programs. This creates consistent measurement where there was previously regional variation.

"We now have consistent quality data across all our global operations. We can validate that agents meet standards before deployment, regardless of region."

Christina Sadler

Director of Training

RESULT

Consistent quality, less manual effort

Since implementing standardized quality validation, Crescendo has seen measurable improvements. Time spent on manual assessment dropped by 50%. Applicant pass-through rates increased by 25% as standardized criteria improved hiring consistency. Time to quality threshold decreased by 20% as agents are validated more efficiently. Most importantly, quality measurement is now consistent across all regions.

CONCLUSION

Quality validation that scales globally

Solidroad has given Crescendo what they needed: consistent quality validation across their entire global operation. Every agent - regardless of region or role - is assessed against the same standards. Quality is measured objectively, and validation scales without requiring proportional increases in manual effort. With quality validation proving effective, Crescendo is expanding usage to deeper quality visibility across all client programs.