Who's behind the numbers

I'm Scott Grigsby. I spent almost 28 years at GC Services, starting as an account rep in 1994 and finishing as Managing VP in 2022. By the end I led 1,500 people across eight U.S. offices serving 23 clients. I also wrote the call routing rules in GC's Aspect ACD. I've been on the side of the table that produces the scorecard, so I know which numbers move when a definition changes.

After GC, I built a collections agency's first Power BI reporting from scratch. Then I ran a contact center site for KM2 Solutions in Bridgetown, Barbados, where I built the SQL reporting for month-over-month P&L and NPS.

BPO Metrics comes out of all of that. Vendor reports usually aren't wrong on purpose. They're built on definitions that favor the vendor, and nobody on the buying side has the time or the raw data to check. I do the checking.

I hold a B.S. in Computer Science and Business Management from Southwestern Oklahoma State University, and I'm based in Colorado.