How to evaluate auto call QA software
Auto call QA tools look alike in a demo. The differences show up on your own recordings, your own scorecard and your own invoice. These are the nine things to compare, in the order they usually decide the purchase.
1. Price per audited call
The benchmark is manual QA. One analyst costs Rs 20,000 to 25,000 a month and audits 20 to 30 calls a day, at 5 minute average call duration. That is 600 calls a month and roughly Rs 33 per audited call. Ask every vendor for the all-in price of one audited call at your average duration, and compare it to Rs 33.
2. How it handles noisy Hindi and Hinglish audio
Demo reels are recorded in quiet rooms. Your floor is not. Bring five of your own recordings, the noisy ones, in Hindi, Hinglish or mixed, and read the audits line by line. Judge the tool on your calls, not on anyone's claims.
3. Coverage and sampling control
Coverage should be a dial, per process, per day, from a small sample to 100 percent, and the price should follow the dial. A tool that audits everything or nothing forces a budget decision every month. A tool without a sampling rule forces a person to pick calls by hand forever.
4. Fidelity to your existing scorecard
Your scorecard encodes years of judgement about what a good call is on each process. The tool should take your parameters, your points, your pass mark and your zero-tolerance rules as they are, and keep every version. A tool that ships its own generic scorecard grades the wrong things politely.
5. Fatal flag reliability
A fatal flag is a zero-tolerance rule your team sets, for example an OTP request, mis-selling language or abuse. Test both directions on your own recordings. Seed calls that carry a breach and calls that skirt one, and check what fires, when it fires, and whether each flag links to the exact audio moment.
6. Dialer compatibility without an IT project
The connection should be one webhook URL pasted into the dialer, with field names mapped once from a real sample. If the vendor's answer involves an integration team, a middleware licence or a migration, the project cost belongs in the price comparison.
7. Data handling and retention
Ask three questions in writing. Where does the audio go, how long is it kept, and is it used to train models. The answers you want are that audio is fetched at audit time from your own dialer's link, that only the audit result is kept, and that nothing trains a model.
8. The audit to coaching loop
An audit that ends in a spreadsheet changes nothing. Look for the path from score to coaching. A leaderboard with audit counts, each agent's weakest parameters with written reasons, and feedback a team leader reads out in the huddle. The output should name what to say to which agent.
9. Client presentable output
If a client or a partner will see the results, the report is part of the product. Look for a one-period summary in plain sentences, under your own brand, with agent names and amounts behind switches. The version you forward should need no editing.
See it on your own calls
Thirty minutes. Bring a real scorecard and five recordings. We audit them in front of you.