Blog

AI contact centers, BPO ops, and WhatsApp-first growth.

WhatsApp Contact Center QA: Score Voice + WhatsApp on One Rubric

Contact centers that run WABA + voice still fail QA when WhatsApp sits in a separate inbox—or is not audited at all. Fix: one rubric across voice and WhatsApp, census AutoQA instead of a thin sample, shared escalation evidence, and DPDP-ready consent auditability.

2026-09-14

How much does AI call auditing cost in India?

Manual QA for a ~300-agent Indian BPO often costs a few lakh rupees a month for a 2–5% sample. Public 2026 vendor blogs put AI 100% QA in a similar monthly band with far more scored calls—here is how to model the economics.

2026-09-09

Best call QA software for Indian BPOs in 2026

Pick call QA software for Indian floors by coverage, code-switch ASR, compliance depth, and CRM follow-through—not English-only demos. Here is a 2026 shortlist and where CallPulse fits.

2026-09-08

Hinglish call QA needs more than English WER

Code-switched Hinglish breaks English-only QA. Use mixed-script ASR evaluation, entity checks, and 100% scoring—not a handful of English samples.

2026-09-04

What to measure when you evaluate a voice agent

If you only score the transcript, you miss the failures callers feel. Measure latency, barge-in, speech fidelity, task success, and 100% of production calls.

2026-09-04

A passing transcript is not a working AI call

AI call agents fail in ways a chatbot test never sees. Score recognition, latency, interruptions, faithfulness, and 100% of production calls—not a 2% sample.

2026-09-03

Why 2% call QA sampling fails Indian BPOs

Most QA programs still listen to a tiny sample. For Hindi and Hinglish floors, that gap hides compliance misses, ghost leads, and coaching that arrives too late.

2026-09-03