Call quality audit software: what it is and what it has to do

What does call audit software actually do?

Four things, in order. It receives each finished call from your dialer with the recording. It picks which calls to audit, by hand or by a rule. It scores each one against a scorecard — parameter by parameter, with a reason for every point lost — and flags the zero-tolerance events that fail a call outright. Then it turns thousands of those scores into a leaderboard, a coaching view per agent, a compliance register and a client report.

Anything that only does the third step is a scoring engine, not audit software. The value is in the whole chain: if the picking is manual and the reporting is a spreadsheet, the coverage ceiling has not moved.

Why is the scorecard the part that matters most?

Because a score is only as meaningful as the rubric behind it. A collections process and a renewals process are not judged the same way, and a scorecard someone else wrote will grade the wrong things politely. Good call audit software lets your own team define the parameters, the points, the pass mark and the fatal flags, per process, and keeps every version so an old audit still shows the rubric it was scored under.

In VoxAudit a scorecard is built in the app, per process, in about 15 minutes. It is versioned. When you change it, new audits use the new version and old ones keep theirs. There is no generic scorecard to fight with.

How should selective auditing work?

You should never be forced to choose between auditing everything and auditing almost nothing. Pick calls by hand from the list when you want to. Set a rule per process when you do not: 10 percent of every agent's calls, everything over six minutes, or specific dispositions, and let it run every night. Audit 5 percent on a stable process and 100 percent on a new one, and change either tomorrow.

The cost should follow that choice. VoxAudit bills audits per audited minute on top of a flat platform fee, so a decision to audit more is a line on the invoice, not a hiring plan.

What about Hindi, English and mixed calls?

Most Indian floors do not run in one language, and audit software that only understands English is auditing the wrong half of the call. Hindi, English, Hinglish and other Indian languages should be scored the same way against the same scorecard, with a mixed-language call treated as the normal case. In VoxAudit you set the languages to expect per process and the audit adapts.

What reports should come out of it?

For team leaders: a leaderboard with the audit count beside every score, so nobody reads a perfect record off two calls, and each agent's weakest parameters with the reasons the AI gave most often. For compliance: every fatal flag as a row, with the call time, agent, process, reason and a link to the audit. For managers: process health week on week. For the client: a PDF for one client and one period, in plain sentences, under your brand.

VoxAudit ships twelve such reports, all filterable, each downloadable as CSV and emailable, four of them as Excel, and the client summary as a PDF.

How does VoxAudit connect to a dialer?

Through a webhook. Each process gets a URL; your dialer posts every finished call to it — agent, number, duration, disposition, recording link. Any dialer that can call a URL works, which is nearly all of them. You map your dialer's field names to ours once, on the process page, using a real sample it sent.

What does it cost?

Starter is ₹9,999 a month for one admin, one manager, two team leaders and two QA. Super is ₹19,999 a month for one admin, two managers, four team leaders and four QA. Premium is priced on request with unlimited seats and priority support. Every plan bills audit credits separately, per audited minute; the monthly fee covers the platform, users, storage and reports.

For comparison, one QA analyst costs about ₹22,500 a month and audits 25 calls a day — roughly 550 a month, about ₹41 an audit, and a ceiling. Software moves the ceiling.