A call-center aisle with staff working at desks divided by acoustic panels.

Give QA leaders one defensible standard for each client program.

A BPO agent may answer under several brands in one shift, while every client expects a different greeting, verification step, and resolution path. CallSniper applies the selected program scorecard to uploaded recordings and gives QA leaders timestamped evidence for calibration and client reviews.

“Thank you for calling Tollbeck Bank,
this is Dana on a recorded line.
May I verify the last four digits of your account?”

The client's greeting and verification step, checked across submitted calls in the program.

One scorecard per program.
Evidence beside each finding.

As programs grow, a QA analyst's manual sample covers less of the submitted volume. CallSniper applies the selected client's criteria to recordings provided for that program and places transcript evidence beside findings for review.

Schedule a demo

Follow a program call from the greeting to the disposition.

Each row is a moment the scorecard checks and the conversation it opens with the team.

The momentThe detail to reviewThe team conversation

Greeting

Did the agent open with the client's approved greeting and the recording notice?

Check the opening against the greeting the client approved.

Verification

Were the identity checks the client requires completed before account details were discussed?

Pull the transcript and confirm the order of the steps.

Resolution

Was the caller's issue resolved or escalated along the path the client's playbook sets?

Review the calls where the escalation happened and the calls where it should have.

Disposition

Does the disposition code the agent chose match what happened on the call?

Put the mismatches in front of the team lead before the next client review.

A client program scorecard, 100 points.

Points are illustrative, and each program sets its own criteria and points from the client's statement of work.

Criterion	Observable behavior	Points
Approved greeting	Opens with the client's greeting and the recording notice	10
Identity verified	Completes every verification step the client requires before account access	20
Program knowledge	Answers with the client's current policy and product information	15
Resolution or escalation	Resolves the request or escalates along the client's defined path	20
Required disclosures	States the disclosures the program requires and uses only permitted language	15
Disposition accuracy	Codes the call to match what happened	10
Closing	Confirms next steps and closes in the client's approved wording	10
Total		100

Illustrative review flags

A card number or a full account number read back aloud on the recording
Account details shared before the client's identity verification was completed
A promise outside the program's authority, such as a refund or a credit the client has to approve

Bring these to a pilot.

A month of recorded calls from one client program
That client's scorecard or quality form
The greeting and verification script the client approved
The QA report you send that client today

The pilot scores one program end to end and puts the result beside the QA report the client already receives.

See what call review costs today

Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can each client have a different scorecard?

Yes. Each client program can use its own scorecard, criteria, points, and critical rules. Recordings must include enough account or campaign information for the correct scorecard to be assigned.

Can our clients see the reports?

Include the client program in the upload data so recordings and findings can be prepared for the account team's review. Ask which export and client-access options are available for your setup.

How does this fit calibration between QA analysts?

The selected scorecard is applied across the submitted recordings, giving analysts a common starting point for calibration. Reviewers can then inspect disputed findings and choose coaching examples.

Where do the recordings come from?

Bulk upload from your call platform is the day one path, one program at a time. A connection to your dialer or contact center platform gets scoped during the pilot.

Start with one client program.

Bring a month of that program's calls and the scorecard the client signed off on. See the full month scored before the next QBR.