SLA/QA Framework for eCommerce CX

Austin, TX — September 2024. Tecronix introduced its new Customer Experience SLA/QA Framework, designed for eCommerce and retail support operations. The framework standardizes macros, QA sampling, and accessibility reviews for measurable CX outcomes.

Framework Components

• Standardized response macros ensuring tone and accessibility compliance.
• QA sampling with Acceptable Quality Level (AQL) methodology and dashboards.
• Weekly calibration sessions and audit-ready records for leadership reviews.
• Cross-channel SLAs for email, chat, and phone response times.

“Our CX framework gives teams a predictable, data-backed model to measure service quality,” said Evan Brooks, Head of Talent at Tecronix. “It helps our clients improve CSAT while maintaining operational efficiency.”

Results from Early Pilots

Pilot programs with early adopters reported an average 18% improvement in CSAT scores and a 12% reduction in handle time within two quarters, validating the impact of structured QA and transparent performance measurement.

About Tecronix

Tecronix provides outcome-based staffing, managed services, and consulting across technology, healthcare, and retail sectors — enabling clients to scale confidently with data, process, and accountability.