The 5% problem
Walk into the QA room of almost any Indian collections floor or lending BPO and you will find the same setup. Three or four analysts, a spreadsheet of audit scores, and a manual sample of about 5–10% of calls per agent per week. The other 90–95% of calls are never listened to. The intolerable RBI tone violation, the third-party disclosure, the false promise of legal action — most of them happen on calls no one ever audits.
What changes at 100% coverage
The Heartbeat audits every single call. Analysts + AI process the full week of recordings overnight. The AI flags risk behaviour against 670+ tags; a trained analyst then reviews every AI flag before it lands on your report. The deliverable is a weekly PDF report every Monday at 11am IST.
At 100% coverage your QA function stops being a sampling exercise and becomes a compliance system. You can prove to your client, to RBI, and to your own board that no agent call went unreviewed last week.
What the report actually contains
An executive summary; a severity scorecard across Intolerable / Substantial / Moderate / Tolerable with department breakdown; critical calls with analyst notes; the agent leaderboard ranked worst-first; coaching and recognition notes; compliance trends with benchmark comparison; owner-assigned recommended actions; a customer callback list for proactive outreach; and a department risk summary for the operations manager. No dashboard. Nothing for your QA team to learn.
Where the data lives
Every recording is processed on AWS ap-south-1 (Mumbai). Your data stays in India. From ₹0.75 per audited minute. Start with a 2-week paid pilot at ₹50,000 — send 10,000 minutes of last week's calls and decide after you have read the report.