"We’re all trying to do the same thing—just from different perspectives."
That insight from Natalie George, Head of Workforce Management at InteLogix, captures the spirit of Q1 2025 for our Delivery organization. Whether you're a frontline agent, team leader, analyst, or executive, the mission remains the same: deliver consistent, scalable performance that earns client trust and drives outcomes.
This past quarter proved that alignment in action. From first-time program launches to record-setting QA scores, strategic account growth, and world-class security posture, InteLogix showed what it means to Win as a Team.
Performance That Scales
Across our customer experience (CX) and financial shared services (FSS) programs, Q1 2025 was marked by expansion, improvement, and impact:
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New programs launched smoothly, with clients praising our ability to ramp with warmth, professionalism, and speed.
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One utility partner achieved the highest QA score in the program’s nine-year history.
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An energy client awarded a significant bonus allotment, citing increased CSAT and first-contact resolution.
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In collections, our teams drove 12 consecutive scorecard wins and expanded staffing for key government and retail clients.
We ended Q1 with 98% total scorecard attainment, extending a four-quarter streak of top-tier delivery outcomes.
Human Development, Delivered
InteLogix’s commitment to performance doesn’t end with metrics—it begins with people.
Q1 saw continued momentum in our Supervisor Development Program, a values-based leadership training framework for frontline leaders created by Barb Gould. Through blended learning (online, workshops, peer coaching), supervisors developed confidence, consistency, and measurable impact—leading to real results like improved team adherence and personalized scorecard tools.
As one participant shared:
“I created a new scorecard using graphs—and they love it!”
It’s proof that when you invest in your people, they invest right back into the performance.
Security That Leads the Industry
Today’s clients demand more than service—they demand secure service. In Q1, InteLogix continued to meet that challenge with bold strides in data protection and cyber hygiene:
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Over 5,000 phishing and cybersecurity alerts were resolved through real-time monitoring dashboards.
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Our phishing simulation click rate was up to 90% lower than the industry average, reflecting a strong culture of awareness and secure behaviors across our teams.
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We rolled out new trainings, updated DLP (Data Loss Prevention) and MFA (Multi-Factor Authentication) protocols, and streamlined data systems across SharePoint and Teams.
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InteLogix continues to rank #1 in information security excellence among our peer group according to UpGuard—an industry benchmark that validates our end-to-end integrity.
Smarter Coaching with LogixAssist
InteLogix’s performance isn’t just about great talent—it’s also about equipping that talent with next-gen tools.
LogixAssist, our QA ecosystem within our LogixSuite of tools, played a critical role this quarter in elevating service consistency and coaching effectiveness. This AI-powered platform:
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Listens to both the agent and the customer in real time
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Offers live prompts and reference links during calls
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Surfaces coaching opportunities with linked example calls
- Includes a LogixAssist Insights, an AI search engine that allows for a conversational approach to data analytics.
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Enables contextual coaching feedback within the platform
From reducing handle time to automating after-call notes, LogixAssist isn’t here to replace coaches—it’s here to supercharge them.
Culture That Earns Trust
Perhaps the most validating signal of success this quarter? The unsolicited praise from our clients. Without naming names, here's what they said:
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“This is the best BPO startup experience I’ve had in my career.”
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“Everything your team did was amazing—and really kept us on track.”
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“Your transparency and honesty around the data earned our trust.”
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“We appreciate your hard work—and it shows in the numbers.”
These are the outcomes that matter most. Not just great performance, but performance that earns loyalty.
Looking Ahead
Q1 2025 reminded us that delivery excellence doesn’t happen by accident. It happens through alignment. Through shared goals. Through technology that empowers humans—not replaces them.
At InteLogix, our delivery culture is driven by more than checklists or scorecards—it’s built on our values: Show Up. Own It. Do Right. Engage with Care. Win as a Team.
Let’s keep winning.
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