Template
Support QA scorecard and calibration pack
A five-dimension quality rubric, a risk-weighted sampling plan and a 60-minute calibration agenda, including the extra criteria for grading AI-drafted replies.
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Everything you need to run customer operations well
Implementation guides, templates and stories from teams running WhatsApp, social and voice on OMNELIAS, the Elias Tech customer-operations product.
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Practitioner-written
Every guide, template and benchmark comes from teams running support, messaging and revenue operations at scale.
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Built to be used
Scorecards, runbooks and policy templates you can adapt the same afternoon. Not slideware.
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Updated each quarter
Benchmarks are refreshed against fresh aggregate data so the numbers you quote internally stay current.
Templates
2 resources available
Template
Customer support SLA policy template
A support SLA you can actually meet: severity definitions, response and resolution targets by channel, business-hours handling and the exclusions worth stating explicitly.
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Ready to transform your customer operations?
Talk to sales about OMNELIAS, the omnichannel inbox from Elias Tech. WhatsApp, social, email and voice in one place, with a human on the other end of the line.
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✓ Setup in under 5 minutes