Billing Units for managing BPO clients and multi-client operations

Who should read this article: Administrators

This article explains how to use Voiso features to manage multiple business units or clients within a single contact center. It shows how to organize resources using billing units, route calls with inbound flows, track outcomes with wrap-up code groups, and monitor performance with agent metrics. Together, these tools help you segment operations, attribute costs accurately, and deliver clear reporting for each business unit or client.

Introduction

Voiso provides many features that enable you to divide resources into business units then manage the different business units through inbound routing, outbound Dialer campaigns, reporting, and metrics.

Voiso Billing Units enable you to both isolate and share resources across different units of your business, whether you manage a large contact center with multiple divisions or you run a contact center with multiple clients (multi-client contact centers).

Features supporting business unit management

Use these features to create business units and business unit related processes in your contact center:

Billing units
Create one billing unit for each of your business units, such as an internal department or a client. Each billing unit has unique phone numbers but may share user resources.

Teams
Teams are not directly part of billing units. However, if your team structure matches your billing unit user assignments, you can use team-based reports and wrap-up codes as a proxy for billing unit-level tracking.

Caller ID groups
Caller ID groups can be used for outbound calling. If the numbers in the group belong to a billing unit, then calls placed with those numbers are reflected in the Billing Unit report for that billing unit.

Wrap-up code groups
Create wrap-up code groups tailored to specific processes for different business units or clients. Assign these groups to your users to track outcomes and categorize interactions more effectively.

Numbers
Purchase dedicated phone numbers for each billing unit to maintain clear separation. Voiso offers geographic, national, toll-free, mobile, and shared-cost numbers for both inbound and outbound use.

Inbound flows
Design inbound voice flows based on the number dialed. You can use one flow to route calls by department or multiple flows to keep client operations fully separate.

Outbound Dialer campaigns
Assign agents to outbound campaigns that are members of the billing unit. This makes it easy to run separate campaigns per client or business unit and track performance independently.

Real-time dashboards
Configure Real-time Dashboard widgets by users assigned to a billing unit to monitor agent performance, campaign activity, and ASR by business unit. Create one widget for each set of users aligned to a billing unit.

Historical reports
The Billing Unit report provides a monthly summary of usage and recurring charges by billing unit, giving visibility into how resources are used. The report is not meant for invoice reconciliation.

Multi-client billing units

Contact centers that handle interactions for multiple clients using a Business Process Outsourcing (BPO) model might share resources, such as agents, across multiple business units. Using separate billing units, each client has their own inbound and outbound phone numbers while sharing your contact center agents. The Billing Units report enables you to track usage and resource allocation per client. Reports are informational and not intended to match invoices exactly.

Multi-business division billing units

Contact centers that handle interactions for multiple departments or other business divisions might share resources, such as agents, across multiple business units. Using separate billing units, each business unit has their own inbound and outbound phone numbers while sharing your contact center agents. The Billing Units report enables you to track monthly usage and costs by business unit.

Understanding Billing Units

Use billing units to group phone number and user resources into distinct segments that represent departments, brands, or external clients. Each phone number can belong to only one billing unit, ensuring a clear separation of usage and charges. Users, on the other hand, may be assigned to multiple billing units, allowing shared staffing across units.

By grouping resources this way, billing units make it possible to segment and attribute costs accurately within a shared contact center environment. Usage-based charges such as inbound and outbound calls, Dialer activity, and Speech Analytics are tracked per phone number within each billing unit. Recurring charges like phone number fees and user license fees are also attributed to their assigned billing units. This structure gives finance and operations teams the clarity they need to manage costs, allocate expenses, and bill internal departments or external clients accurately.

The Billing Unit Historical Report provides a monthly summary of all usage-based and recurring charges for each billing unit. It becomes available on the first day of the following month after the invoice for that billing period is generated. Charges are grouped by category to align with your monthly invoice, and the report can be downloaded as a CSV for client billing or internal accounting. This makes it easy to consolidate financial data and track spending across multiple business units or clients.

Setting up Billing Units for clients or business units

User's with the Admin role assigned in contact centers using basic user roles, or user's with the Edit Billing and Edit Billing Units permissions assigned to their security access group may access the Billing Units tab on the Billing page. Follow the instructions for creating a Billing Unit here: Billing Units.

Using wrap-up code groups for billing unit-specific tracking

Wrap-up codes let agents label the outcome of an interaction when it ends. They provide structured data about what happened during the call, chat, or message, such as Sale completed, Voicemail, or Follow-up needed. This data is valuable for measuring performance, identifying trends, and understanding the type and volume of work done for each business unit or client.

To organize wrap-up codes, you can create wrap-up code groups and assign them to specific users. When managing multiple billing units (business units or clients), create one or more unique wrap-up code groups for each one. This keeps outcomes separated by business context and prevents unrelated codes from appearing for agents when they handle calls for different clients.

While billing units capture costs, wrap-up code groups capture outcomes. Together, they let you track both what work was done and which resources were used for each billing unit. Supervisors can compare wrap-up outcomes across agents.

Example
A BPO creates two wrap-up code groups: Client A Outcomes and Client B Outcomes. Each group contains codes tailored to the client’s services. Agents handling Client A calls see codes like Appointment booked and No-show, while Client B agents see Lead qualified and Quote sent. Because each group is linked to the corresponding users, supervisors can analyze outcomes, performance, and handle times by client and cross-reference them with the billing data for each billing unit.

Use Case: Integrating billing, outcomes, and performance tracking

A BPO named ContactPro manages contact center operations for three clients: Alpha Insurance, BrightBank, and CoreTel. Each client requires separate branding, outcome tracking, and billing, while many agents work across multiple clients throughout the day.

To keep operations organized, ContactPro creates a billing unit for each client and assigns unique phone numbers to each one. They design dedicated inbound flows for these numbers so that calls are routed directly to the correct users without overlap. This ensures each client’s calls stay fully separated from the moment they enter the system.

Shared agents are added to multiple billing units so their license costs are reflected, but not prorated, across all the clients they serve. To track outcomes clearly, ContactPro creates wrap-up code groups tailored to each client’s business goals. For example, Alpha Insurance uses codes like Policy issued and Claim escalated, while BrightBank uses Loan approved and Lead disqualified. This keeps outcome tracking clean and focused for each client and prevents agents from selecting unrelated codes.

Supervisors monitor agent-level metrics, such as handled interactions, talk time, and wrap-up time, to understand workload and performance across clients. The finance team runs the Billing Unit report each month to see all usage-based and recurring charges per client. By combining operational metrics (effort and outcomes) with billing data (costs), ContactPro can accurately invoice each client, optimize staffing, and clearly show the value of the services they provide.