Performance & quality

How We Measure Ourselves

You'll notice this page contains no big shiny numbers. That's deliberate. What we can show you is exactly what we track, how it's reported, and how you verify every bit of it in your own systems.

Weekly reports standard Your systems, your data No vanity statistics

Why we don't publish metric values here

Because they'd be meaningless — or worse, misleading. An answer-time figure averaged across clients with different call volumes, hours, and scripts tells you nothing about what your account would experience. And industry pages quoting suspiciously precise percentages rarely explain who measured them or how. So our rule is simple: real numbers go in your weekly report, about your account, verifiable in your own systems. Marketing pages get the method, not the trophies.

What we track, by domain

Every engagement gets a scorecard built from the metrics below — baselined in your first weeks, then tracked against targets we agree on together.

Calls

Whether the phone gets answered fast, every hour of the day — and whether the caller's problem was actually solved.

Average speed to answer
Abandonment rate
First-call resolution
After-hours pickup consistency

Dispatch

Whether every trip has a driver, the driver knows it, and the pickup happens when promised.

On-time dispatch percentage
Unassigned-trip count at cutoff
Driver acknowledgment rate
Will-call response time

Billing

Whether the work you already did turns into money — quickly, and without write-offs from sloppy claims.

Clean-claim rate
Denial turnaround time
Days in accounts receivable
Resubmission outcomes

Credentialing

Whether your paperwork ever becomes the reason you lose trips. The goal is a boring, current file.

Application milestone tracking
Days to broker approval
Expirations caught before lapse
File-completeness checks

How you actually see it

Weekly written report. Volumes, the metrics above, QA findings, and anything that needs your decision — in plain language, not a data dump.
Shared visibility, live. Our agents work inside your dispatch, phone, and billing systems, so the source data is yours. Any dashboard your software offers, we work under it — no black box between you and your own operation.
Monthly review. Your account manager walks the trends with you and adjusts coverage, scripts, or priorities. Targets get revisited when your volume changes, not once a year.
QA on top of metrics. Numbers say the call was answered in time; call scoring says whether it was answered well. Both show up in your report.

The results we're willing to publish

They're qualitative, and they're real. Our flagship NEMT client has run their complete back office on this model for over two years and expanded from one state to a multi-state operation during that time — with broker trust and on-time performance holding through the growth. The full story, with everything we can share and nothing invented, is in the case study.

On cost: engagements typically run 35–70% below the fully-loaded cost of equivalent in-house staff, based on SS Support Network operations data. The ROI calculator shows what that means at your volumes, and the pricing page shows how billing works.

What we'd ask any competitor you're comparing

Who measured the number on the brochure, over what period, for how many clients, and can you see the raw data once you're a customer? If the answer is a pause, you've learned something useful. We'd rather earn trust with a baseline in week one than borrow it from an unverifiable statistic.