OUTSOURCED CALL QA / 20–150 SEATS

Every call in the agreed sample scored, flagged and coached on.

Brimvow provides outsourced call QA and agent coaching for small call centers and sales teams. We score recorded calls, flag compliance risks, and write coaching notes for each agent—with a starter rubric tailored with your team in week one.

Request a free audit of 15 callsOpen the call workspace

THE QA GAP

A useful review starts with enough calls to see a pattern.

Some centers have no QA team. Others rely on one overworked reviewer sampling about 2% of calls. Brimvow focuses on the sample you agree to review, with a clear result for every call in that sample.

01

Per-call scorecards

Each call in the agreed sample is scored against a starter rubric tailored with your team in week one.

02

Compliance-risk flags

Potential risks are surfaced for attention, with the audit approved by a human.

03

Coaching notes for each agent

Practical notes connect the call review to a next conversation the agent can improve.

A HUMAN-APPROVED PROCESS

Start with a rubric. Finish with a conversation worth having.

AI assists the call audit; a human approves the result before it is shared with the agent.

  1. 01

    Agree the sample

    Choose the recordings to review and share the call context your team wants considered.

  2. 02

    Shape the starter rubric

    Brimvow starts with a rubric and tailors it with you in week one. You do not need to bring your own.

  3. 03

    Review, then coach

    AI assists the audit. A human approves it before the scorecard, risk flags, and coaching notes are shared.

A LOOK AT THE OUTPUT

A scorecard built to lead into coaching.

The example below uses a fictional call and redacted participant details. It is not a customer case or a statement of real results.

FICTIONAL CALL / IDENTITIES REDACTED

Call 014 · [customer redacted]

Opening & discovery
4 / 5
Clarity & accuracy
4 / 5
Empathy & control
3 / 5
Close & next steps
3 / 5
Risk flag

Required disclosure not confirmed in this fictional example.

Coaching note

Before closing, recap the next step and confirm the customer understands it.

Fictional, redacted example for format only—not a real customer case.

WHO IT IS FOR

Call teams where every conversation carries weight.

  • Outbound sales
  • Collections
  • Insurance
  • Ed-tech
  • E-commerce

Works with recordings from Exotel, Ozonetel, Knowlarity, MyOperator and VICdial.

CALL DATA & TRUST

Agree how recordings are handled before work begins.

An NDA is available on request. Recordings are not shared. The intended service model is to store recordings on the client’s own server and add Brimvow to client domains. Access and deletion are subject to the client’s company policy.

Current workspace note: its upload flow stores recordings through Polsia-managed file storage, so it does not yet match the client-server model described here. Do not upload live customer recordings until the storage arrangement is confirmed.

FOUNDER

Built from time spent close to call operations.

The founder worked in operations for BPO companies including Concentrix and Teleperformance, across multiple campaigns spanning retail, healthcare, and short-term rentals.

BEFORE YOU START

Questions to settle before a pilot.

Volume context: Natterbox, Contact Center Benchmarks 2026.

What does an audit report include?

The intended report format is a per-call scorecard, risk flags, and coaching notes for the agent. Audits are performed with AI and approved by humans.

How quickly will we receive the results?

A fixed turnaround has not been confirmed. The timing for your agreed sample should be confirmed with Brimvow before the pilot begins.

Can reviews run weekly or monthly?

Weekly and monthly cadences can be discussed, but the review schedule is not confirmed until it is agreed for your engagement.

What if we disagree with a score?

Proposed for owner confirmation: identify the call and rubric criterion in question, then have a human compare the call with the agreed rubric and record the reason for the outcome. Confirm the calibration steps and timing with Brimvow before relying on them.

What do we need to provide?

Provide the recordings in the agreed sample and the call context needed to tailor a starter rubric with you in week one. You do not need to supply an existing rubric.

What is the minimum call volume?

Brimvow has not confirmed a minimum. As scale context only, Natterbox’s 2026 Contact Center Benchmarks report describes about 346 calls per agent per month across 58.2 million calls handled across its customer base in 2024 and 2025. At 20 active seats, that is roughly 6,900 calls per month; it is an illustration, not Brimvow’s minimum. The exact threshold needs owner confirmation.

The report’s stated average and dataset are only used here to illustrate scale; they do not establish a Brimvow minimum.

Is there a minimum contract length?

No contract length has been confirmed. Ask Brimvow to confirm the term before starting a paid engagement.

Can you audit Hindi or Hinglish calls?

Hindi and Hinglish coverage has not been verified. Confirm language support with Brimvow before including those calls in a sample.

What does the pilot cost?

The offer is a free 15-call pilot, then per-call pricing. No per-call amount is listed here.

Which recording platforms do you work with?

Works with recordings from Exotel, Ozonetel, Knowlarity, MyOperator and VICdial.

START WITH 15 CALLS

See what a reviewed sample can tell your team.

Ask about the free audit of 15 calls and the per-call pricing that follows.

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