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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 from every interaction, not a 2% sample. They expect the same evidence from every site, in-house or offshore.
2% coverage, 100% of the risk
Traditional QA checks a handful of calls per agent each month. You never see the rest, and that is where compliance breaches hide.
Multi-site QA drifts
Ask a Sydney QA team and a Manila QA team to score the same calls and the results rarely match. Different reviewers read the same call differently. This is the inter-rater variance that COPC calibration is meant to catch.
Expectations keep rising
COPC Release 8.0, PCI DSS, APRA, ASIC, HIPAA, GDPR and sector-specific frameworks are getting stricter, not looser. Manual evidence trails can't keep up.
Frameworks CallCoach supports
Built to give your compliance, quality and operations teams the evidence they need from every site that handles your 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. It also 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 that handle card payments need controls on recordings, data storage and access, applied the same way at 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 set rules for the quality of customer interactions. CallCoach gives your compliance team evidence of consistent monitoring without the manual work. The same standard applies 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 in 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 one engine scores every call against the same binary attributes, inter-rater variance between sites disappears. The quarterly calibration sessions COPC requires become a check on the model, not a debate 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. You don't need to convert formats. You don't need a separate calibration workshop. You don't need to reconcile "their numbers don't match ours".
Visibility your BPO contract already requires
Most enterprise BPO contracts already require quality reporting and a right to audit. CallCoach makes that reporting continuous, not quarterly. Both sides, principal and partner, see the same calls in the same way.
English, Spanish and Portuguese, accents included
English, Spanish and Portuguese work from day one. That includes the accents and non-native speakers you meet when you serve customers on many continents. For other languages, talk to us.
How Finance One uses CallCoach for compliance
A regulated lender monitors 100% of calls for hardship-process adherence, sensitive-data handling and tone of voice. It has measurably improved on every metric.
Read the case study →The Icana Assure Scan, a one-off hardship review
Not ready for every call, every day? The Scan checks your recent calls for how hardship was handled, from recordings you already hold. Every finding links to the moment in the call. From A$9,500.
Mapped to the COPC CX Standard
Built around the way COPC 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. Your monitors can then 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 one 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 puts AI governance and the management of both humans and bots under one framework. Baseline assessments have used 8.0 since May 2026. All recertifications follow from January 2027. CallCoach already analyses calls and chats, human or AI, with 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 with your telephony or recording platform through our API. It works 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 go 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 criteria. The same standard applies to every agent, every shift and every site. There is no reviewer drift and no inter-rater variance.
Audit-ready evidence on demand
Every score, flag and coaching note is timestamped and can be exported. Give auditors and accreditation bodies a documented trail across all your calls, not just a sample.
Configurable scoring for your framework
Set your scoring criteria to match COPC categories, PCI DSS controls or your sector's rules. Role-based access means compliance teams, in-house managers, BPO partners and agents each see only what they need.
Who uses CallCoach for compliance
Operations facing audits, accreditations or regulatory reviews, whether in-house, offshore or a mix of both.
- Enterprises with offshore BPO partners score in-house and outsourced calls with one engine, using the same scoring criteria at 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 show consistent service standards across high-volume citizen and client interactions.
- Any operation facing audits or accreditation reviews where you must show consistent quality monitoring.
Finance One
"We've seen really tangible double-digit percentage improvements in compliance and engagement since starting to use CallCoach.
Quality has improved, which also flowed through to revenue and the company’s bottom-line."
Chris Doyle - Chief Information Officer
AXI
"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
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