Traditional QA samples a handful of calls per agent per month. Everything outside the sample is invisible, and that's where compliance breaches hide.
When a Sydney QA team and a Manila QA team score the same calls, results rarely match. Different reviewers, different interpretations, different scores: exactly the inter-rater variance COPC calibration is meant to catch.
COPC Release 8.0, PCI DSS, APRA, ASIC, HIPAA, GDPR and sector-specific frameworks are tightening, not loosening. Manual evidence trails struggle to keep pace.
The COPC CX Standard requires ongoing Transaction Monitoring of every CSS across every KCRP they handle, plus quarterly calibration. CallCoach gives you full TM coverage by default and removes the inter-rater variance the standard checks for, whether your calls are handled in-house or by an offshore BPO partner.
Built for COPC-certified operations and those working toward certification, including Release 8.0 (baseline assessments from May 2026, all recertifications from January 2027).
Contact centres handling card payments need controls around recordings, data storage and access, applied consistently across every site. CallCoach offers regional data hosting options, role-based access and no third-party data sharing.
CallCoach complements a PCI-compliant recording platform. It does not replace pause/resume recording controls.
APRA, ASIC, HIPAA, GDPR, FCA and sector-specific frameworks each impose requirements around customer interaction quality. CallCoach gives compliance teams evidence of consistent monitoring without manual overhead, the same standard applied to every site and every shift.
Configurable scoring criteria adapt to your sector's requirements.
CallCoach supports your team in meeting these frameworks. Icana.AI is not a certifying body and does not claim COPC or PCI DSS certification on your behalf.
When the same engine scores every call against the same binary attributes, inter-rater variance between sites collapses. The quarterly calibration sessions COPC requires become a check on the model, not a battle between QA teams.
When your BPO partner is scored by the same tool you use in-house, they can produce audit-ready evidence in the format your compliance team already trusts. No format translation, no separate calibration workshop, no "their numbers don't match ours" reconciliation.
Most enterprise-BPO contracts already mandate quality reporting and a right to audit. CallCoach makes that reporting continuous rather than quarterly, and gives both sides (principal and partner) the same view of the same calls.
English, Spanish and Portuguese covered out of the box, including the accents and non-native speakers that come with serving customers across continents. For other languages, talk to us.
COPC requires ongoing TM of every CSS for every KCRP they handle, with both side-by-side and remote sessions each quarter. CallCoach scores every interaction automatically and clears the monthly TM volume minimums by default, freeing your monitors to focus on calibration, coaching and the side-by-side observations the standard requires.
Score and report on Customer-critical, Business-critical and Compliance-critical errors, with separate fatal and non-fatal thresholds. Track accuracy over time against COPC's high-performance benchmarks of 98% fatal and 95% non-fatal.
Inter-rater variance disappears when the same engine scores every call against the same binary attributes, whether the call was handled in Sydney or Manila. Use CallCoach exports as the reference for the quarterly, attribute-level calibration sessions the COPC CX Standard expects.
Release 8.0 brings AI governance and unified human-and-bot management under one framework. Baseline assessments use 8.0 from May 2026 and all recertifications from January 2027. CallCoach already analyses calls and chats, human or AI, through the same scoring engine.
Terms used here (Transaction Monitoring, CSS, KCRP, critical-error categories) belong to the COPC CX Standard. Icana.AI is not affiliated with COPC Inc. and does not award certification.
Upload calls directly or integrate via API with your existing telephony or recording platform, in-house or offshore.
CallCoach scores every interaction against your configured criteria. No sampling, no manual triage.
Quality scores, compliance flags and coaching insights are routed to the right people automatically, on both sides of the principal/partner relationship.
Every call is scored, timestamped and documented, ready to share with auditors or accreditation bodies.
Every call is scored against your configured criteria. The same standard applied to every agent, every shift and every site, with no reviewer drift or inter-rater variance.
Every score, flag and coaching note is timestamped and exportable. Hand auditors and accreditation bodies a documented trail across the entire call population, not just a sample.
Adapt scoring criteria to COPC categories, PCI DSS controls or your sector's regulatory requirements. Role-based access keeps compliance teams, in-house managers, BPO partners and agents looking at exactly what they need.
"Covering 100% of our calls for compliance and quality purposes is an absolute game-changer."
Chief Information Officer
"Partnering with Icana.AI enabled us to revolutionise our contact centre operations. Within weeks, we implemented an incredibly effective AI-powered sales bot, enhanced our operational efficiency, and dramatically improved our team's AI adoption. The impact on our customer service quality has been remarkable."
Vincent Creighton - CEO
"CallCoach has had a major impact on our Time to Proficiency. What used to take six weeks we now accomplish in four, getting new hires up to speed and contributing value much faster than before."
Rachit Monga - Head of Student Recruitment
