What a BPO owner should expect from call audit services

What does the client want from call auditing?

Three things, whatever the contract says. Proof that the calls were checked, not only the ones that were convenient. Early warning on the events that embarrass them, an agent asking for an OTP, a promise nobody kept. And a report they forward inside their own company without editing it first.

The BPO wants a fourth thing, to deliver those three without adding a QA salary every time the client adds seats.

In-house QA, an audit vendor, or software?

An in-house team is the default and the most expensive per audit. One analyst costs Rs 20,000 to 25,000 a month for 20 to 30 calls a day, at 5 minute average call duration. That is roughly Rs 33 per audited call, and a ceiling of 600 calls a month each. It scales by hiring, and the client rarely funds the hire.

An outsourced audit vendor moves the same ceiling to someone else's floor. Coverage is still a sample, turnaround is still days, and now the scorecard lives with a third party.

Software scores every call you choose to send it. Manual audits complete in minutes, hourly scheduled audits land within the hour, overnight audits are ready before 9 am, and the rate is per audited minute. The scorecard stays with you. Coverage becomes a setting per process rather than a hiring decision.

How do you audit several clients without mixing them up?

One scorecard per process, built by your team, versioned. The bank's process is scored by the bank's rubric and the retailer's by the retailer's, and a heat map never puts unrelated parameters in the same column. In VoxAudit a new client's scorecard is built in 15 minutes from a template and the first audits run within the hour.

Reports filter by client. The leaderboard, the fatal register, process health, each scopes to one client, and the filters live in the URL so a view is bookmarkable and reaches the account manager as a link.

What does the client report look like?

One client, one period, one PDF, with calls audited, coverage, average score, fatal calls, and where the calls are strong and weak in plain sentences. It carries your logo and reads "Prepared by" your business. Agent names, amounts and the VoxAudit name are each behind a switch, off by default, so the version you forward is the version the client should see.

It also goes out on a schedule, weekly or monthly, to the addresses you choose, with a footer naming the schedule and how to stop it.

How does pricing work for a BPO?

A monthly platform fee for the seats, Starter at Rs 9,999, Super at Rs 19,999, Premium on request, plus audit credits billed per audited minute, all plus 18% GST. Credits are prepaid rupees, drawn down as calls are audited. Audits pause at zero and resume on top-up. Because the audit charge is per minute, a client that wants 100 percent audit on one process gets quoted for exactly that.

The monthly fee covers the platform, users, storage and reports. It does not move when you audit more.

What about compliance across clients?

Every zero-tolerance flag from every process lands in one register with the call time, agent, process, reason and a link to the audit, filterable by flag type and exportable. Repeat offenders, agents with two or more flags in thirty days, get their own list. A compliance digest goes out daily by email so the head of compliance sees the day's flags without opening the app.

Who is this for, and who is it not for?

For BPOs and captive contact centres of roughly 20 to 300 seats running one or more client processes in Hindi, English or mixed, with a dialer that posts to a URL. Not for a floor with no scorecard and no one to write one, and not as a substitute for a human sign-off where a regulator demands one. There it is the first pass.