The vendor has a story.You need the proof.
BPO Metrics checks outsourced customer service against the vendor's raw call data, then gives you findings you can use at the next business review.
Not ready for a full audit? Start with a $2,500 Spot Check.
Audit snapshot / 001
Reported service level
82.4%
Recalculated view
67.1%
01 / What we verify
An audit trail that starts where the vendor report ends.
Every claim gets traced back to the systems that produced it: ACD, dialer, transfers, staffing, repeat contacts, and the commercial terms attached to them.
ACD + dialer truth
Service level, abandon rate, AHT, occupancy
The transfer trail
Silent transfers, containment, and handoff loss
The repeat signal
72-hour repeat contacts and real CSAT patterns
02 / The operating model
Evidence you can take to a QBR.
Verify the operation
Recalculate performance from the raw call data. The vendor's scorecard is what gets checked.
Reconcile the money
Test invoices and contract terms against what actually happened in the queue.
Recover what you're owed
Turn missed credits, billing leakage, and weak controls into clear next moves.
03 / Who it helps
For the teams who answer for the vendor's results.
Outsourcing leaders who need an independent read on BPO performance and service credits.
CX and operations teams managing voice-AI containment, transfers, and customer effort.
Finance and procurement looking for billing leakage and contract-backed evidence.
Ready for the unvarnished version?