By Outsourcebar Editorial Team · Reviewed 1 August 2026 · 6 min read
Volume alone tells you very little
A high number of processed items can hide a growing backlog of difficult ones. Pair volume with ageing and exception rates.
Track rework honestly
Rework is the clearest signal that documentation, training or system design needs attention.
Review escalation patterns monthly
Repeated escalations of the same type usually mean a missing decision rule rather than a performance problem.