Proof of quality for every client
Your clients want to know how their customers are treated. Show them every call, scored against their own criteria, with the quote behind every point.
Quality reviews that don't scale with your clients
An outsourcer runs many programs at once, and each client judges the work in its own way. A review process built for one program breaks when it has to serve ten.
A sample per client
QA teams listen to a handful of calls per agent per month, and every client asks for a different scorecard.
Disputed scores
Agents and clients question scores that are hard to trace back to what was said.
Reports by hand
Monthly client reports are assembled from spreadsheets and anecdotes.
Client data kept apart
Each client expects its calls to stay separate from every other client's.
The sample is the root of the trouble. If your QA team scores five calls per agent, the client sees five calls too, and the first time a score is questioned the conversation turns into an argument about whether those five were typical. Reviewers spend their month scoring instead of finding patterns, and the monthly meeting with the client starts from a spreadsheet nobody fully trusts.
A client review that holds up needs three things: coverage of the whole program, criteria the client recognizes as its own, and evidence anyone can check. That is what BPO quality assurance software has to deliver. Our article on client quality reporting describes what a report built on that foundation looks like.
One workspace per client program
- Separate workspaces. Each client's calls, users, scorecards and reports live in their own workspace, with their own encryption keys.
- Client scorecards. Build each scorecard from the client's own criteria. Every point links to the moment in the call.
- Every call, not a sample. Quality, outcomes and customer experience on all calls in the program.
- Reports with quotes. A monthly report per program, every number computed by code, ready in Word or PDF.
- Fair to agents. Agents see the evidence and can dispute a score. Only objective behavior is scored, never mood.
BPO call quality monitoring on every call
VoiceVera analyzes every conversation in a program instead of a sample. Abandoned calls, very short calls and voicemail are skipped, so the numbers describe real conversations. Each call gets a summary, a topic, an outcome and a read on the customer's experience, and every decision comes with a probability. When two decisions disagree or the margin is small, fixed rules send the call to a reviewer. The rules decide, not the model's own confidence.
Because the whole program is covered, your QA team no longer hunts for problem calls. They open a list that is already sorted, read the sentence that put a call there, and play the recording from that second. See call center quality assurance with AI for how that changes the daily work of a QA team.
BPO QA automation with scorecards the client recognizes
Each workspace has its own scorecard, topics and review rules, so a client with a strict call script and a client that cares about tone can both be scored fairly. Start from a template or write the criteria with the client. Our QA scorecard template explains how to pick objective criteria that AI can score and that an agent can accept.
Every scored point links to the quote and the moment in the call. An agent who disagrees can open the evidence and dispute the score, and a client who asks why a call lost points gets the sentence, not an opinion. Corrections are stored next to the original result, which is never overwritten.
Client quality reporting for outsourcers, built from the calls
The monthly report for a program is assembled from the analysis of every call in it. Every number in the report is computed by code from the data, and the findings quote the customer and the agent. The report downloads as Word or PDF, so you can send it to the client as it is or add your own commentary.
Beyond the report, each program has lists your account managers can use in the client meeting: follow-ups the business owes its customers, churn risks, possible product defects and questions customers keep asking. The case study shows these lists on 873 public, role-played calls.
Call center outsourcing quality assurance with client data kept apart
Each client program is a separate workspace. Users are invited per workspace, results are stored per organization and encrypted with that organization's own keys, and the database enforces the separation. Automated tests check that no organization can read another's data. Phone numbers are replaced by protected IDs on arrival, and personal details are removed before any AI analysis. The security page describes each control.
Your phone systems stay as they are. VoiceVera reads recordings from Twilio, 3CX, Aircall, Asterisk or FreePBX, an SFTP drop or an upload, so programs on different platforms can sit side by side. See integrations.
How the free pilot works for a BPO
Start with one client program
Pick one program. We analyze a sample of its calls and show you the scorecard, the lists and the report you could share with that client. No contract, no card.
Talk to us about your programs- A short call about the program: phone system, call volume and what the client asks you to report.
- You share a sample of recordings, or we connect to the phone system.
- We set up the topics and the scorecard with you, using the client's own criteria.
- We walk your team through the findings, the evidence and a draft client report.
During the pilot we also tune the review rules on a sample your team labels, so reviewers spend their time on the calls that need a person. Pricing is agreed after the pilot, once we know the number of programs, seats and call volume.
BPO quality assurance FAQ
Can each client see only its own calls?
Yes. Each client program is a separate workspace with its own users, scorecards and reports. Users are invited per workspace, data is encrypted with per-organization keys, and the database enforces the separation between workspaces.
Can clients have different scorecards?
Yes. Each workspace has its own scorecard, topics and review rules, so every client is scored against its own criteria, and every scored point links to the quote and the moment in the call.
Can we send reports straight to our clients?
Yes. Each program gets a monthly report in Word or PDF, with every number computed by code and the findings backed by quotes from the calls. You can send it as it is or add your own notes before it goes out.
How do we handle disputes between agents and clients?
Agents see the same evidence as supervisors and can dispute a score. A reviewer can correct any call, and the correction is stored next to the original result, so everyone can see what the analysis said and what the reviewer decided.
How is pricing set for many programs?
We agree pricing after the free pilot, based on your programs, agent seats and call volume, with volume pricing across programs.
Start with one program
Pick one client program for the free pilot. We analyze a sample of its calls and show you the scorecard, the lists and the report you could share with that client.
See a full example in the case study
Pilot it on one client program
Free, on up to 1,000 of the program's calls.