The vendor has a story.You need the proof.
BPO Metrics delivers independent performance audits for outsourced customer service from the raw operational trail — then makes the findings usable in the room where decisions get made.
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 raw operational data, not the provider scorecard.
Reconcile the money
Test invoices and contract terms against what actually happened in the queue.
Recover the leverage
Turn missed credits, billing leakage, and weak controls into clear next moves.
03 / Who it helps
For teams who own the outcome, not the vendor narrative.
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?