English
Español
Português
Every CSS, every KCRP,
every site. Automatically
scored for COPC & PCI DSS
Trusted by contact centres scoring calls across Australia, Asia and the Americas
Sample-based QA isn't enough, especially across multiple sites
Auditors and regulators expect evidence across every interaction, not a 2% sample. And the same evidence across every site, in-house or offshore.
2% coverage, 100% of the risk
Traditional QA samples a handful of calls per agent per month. Everything outside the sample is invisible, and that's where compliance breaches hide.
Multi-site QA drifts
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.
Expectations keep rising
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.
Frameworks CallCoach supports
Built to give compliance, quality and operations teams the evidence they need, across every site that handles their calls.
COPC CX Standard
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 since May 2026, all recertifications from January 2027).
PCI DSS Monitoring
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.
General Quality & Regulatory
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.
One scoring engine. Every site. Every BPO partner.
Our customers' calls are handled across Australia, the Philippines, India, North America and Latin America. CallCoach scores them all the same way.
No more "Sydney scored it differently to Manila"
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.
Evidence your offshore partner can hand to your auditor
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.
Visibility your BPO contract already requires
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, accents included
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.
How Finance One uses CallCoach for compliance
A regulated lender monitoring 100% of calls for hardship-process adherence, sensitive-data handling, and tone of voice — with measurable improvement across every metric.
Read the case study →Mapped to the COPC CX Standard
Built around the way COPC actually measures contact centre quality, with Release 8.0 (effective since May 2026) in mind.
Full Transaction Monitoring coverage
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.
All three critical error categories
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.
Calibration that holds up across sites
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.
Aligned with Release 8.0
Release 8.0 brings AI governance and unified human-and-bot management under one framework. Baseline assessments have used 8.0 since May 2026 and all recertifications follow 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.
How it works
From recording to audit-ready report in four steps.
Bring in recordings
Upload calls directly or integrate via API with your existing telephony or recording platform, in-house or offshore.
AI analyses every call
CallCoach scores every interaction against your configured criteria. No sampling, no manual triage.
Surface the issues
Quality scores, compliance flags and coaching insights are routed to the right people automatically, on both sides of the principal/partner relationship.
Audit-ready reporting
Every call is scored, timestamped and documented, ready to share with auditors or accreditation bodies.
100% call coverage, no sampling gaps
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.
Audit-ready evidence on demand
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.
Configurable scoring for your framework
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.
Who uses CallCoach for compliance
Operations facing audits, accreditations or regulatory reviews, in-house, offshore, or a mix of both.
- Enterprises with offshore BPO partners score in-house and outsourced calls through one engine, with consistent scoring criteria across every site.
- APRA-regulated contact centres in banking, insurance and superannuation use CallCoach to meet conduct and disclosure obligations.
- Healthcare contact centres monitor patient interactions for privacy, consent and clinical script adherence.
- Legal and government contact centres demonstrate consistent service standards across high-volume citizen and client interactions.
- Any operation facing audits or accreditation reviews where evidence of consistent quality monitoring is required.
ASX Listed Company
"Covering 100% of our calls for compliance and quality purposes is an absolute game-changer."
Chief Information Officer
Academy Xi
"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
Open Universities Australia
"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
Start your free trial
Upload your first calls today. No sales call required.