AI quality assurance for contact centres and BPOs.
CallGuard AI is contact centre QA software that replaces your 5% manual sample with AI scoring on every conversation. Multi-client scorecards for BPOs running multiple programmes. Mid-call breach detection that catches consent failures and urgency-language before the customer hangs up.
Sampling 5% of calls made sense in 2010.
Contact centre QA stuck on a model designed for the limits of human capacity. A senior reviewer takes 15 to 30 minutes per call, so you sample. The other 95% are invisible. Clients ask why they cannot see how their programme is performing in real time. Compliance failures land in the regulator's inbox before they land in yours.
Manual sample QA
- 1% to 3% of calls reviewed at most
- Inter-rater variance is meaningful and unmeasured
- Coaching lands days after the call
- Critical breaches surface only at the customer-complaint stage
- Clients receive monthly PDF reports, not live visibility
- Scaling QA means hiring QA staff
CallGuard AI on every call
- 100% of calls transcribed and scored automatically
- One AI calibrated to each programme's scorecard
- Coaching draft ready before the agent's next call
- Critical breaches alert the supervisor mid-call via webhook
- Clients get read-only share links to live results per programme
- Headcount can grow without QA capacity becoming the constraint
Built for the metrics your floor manager actually tracks.
CallGuard AI is call centre quality monitoring software that scores against the scorecard you upload. For contact centres and BPOs, that typically covers empathy and rapport, first-call resolution, compliance and consent, product knowledge, escalation handling, and outbound regulatory rules (TPS, PECR, mini-Miranda where applicable). Agent coaching drafts are generated from every scored call.
Empathy and rapport scoring
Did the agent acknowledge the customer's situation? Did they personalise the conversation? Empathy markers identified in the transcript with the quotes that earned the score.
First-call resolution
Was the customer's problem actually resolved on this call, or deferred? Calls that look resolved but actually punted to a second contact get flagged for coaching.
Outbound compliance (TPS, PECR, mini-Miranda)
Scores whether the agent gave required caller-identification and consent statements, captured PECR consent before marketing content, and read the mini-Miranda on collections calls. Every connected call scored, not a 5% spot-check.
No-pressure-language detection
Urgency tactics, scarcity language and manipulative closing techniques flagged the moment they appear in a live transcript. Floor managers get a webhook before the customer hangs up.
Multi-tenant client scorecards
Each client gets their own scorecard, knowledge base, target metrics and reporting. Tokenised, read-only share links let each client view results scoped to only their own programme. Replaces a multi-person reporting team.
Agent risk profiles
Heatmap each agent by breach pattern. Spot the ones who need coaching this week vs the stars worth promoting. Per-agent coaching memory means coaching builds across calls, not template feedback.
Score the call while it's still happening.
Stream audio live from your dialer over our WebSocket protocol. Live transcript builds as it is spoken. Every 30 seconds the AI reviews the rolling transcript and emits high-confidence breach alerts via signed webhook to your dialer, CRM or supervisor's screen.
First-class adapters
Twilio Media Streams and AWS Connect Voice Streams supported natively. Other dialers can connect via our generic WebSocket protocol.
HMAC-signed breach webhooks
HMAC-SHA256 signed POST to your endpoint within 30 seconds of detection. Retry with exponential backoff. Full audit log of every delivery attempt.
Confidence-gated alerts
Live scoring only emits a breach when the AI is >75% confident the criterion has clearly already failed. Designed to avoid alert fatigue from day one.
REST API for batch and result fetch
Push call recordings via REST. Pull score, pass/fail, evidence, breaches and coaching back per call so you can render results inside your own client portal.
Common questions, answered.
Can each client of our BPO have their own scorecard?
Yes. CallGuard AI is multi-tenant by design. Each client (or campaign, or programme) gets its own scorecard, knowledge base and reporting. You can also issue scoped customer share links so each client only sees their own data.
How do you handle peak-volume calls?
Calls are processed through a queue, so a backlog drains steadily without manual intervention. A single call is transcribed and scored in about a minute; large overnight batches process in the background and are ready by morning. For sustained high-volume programmes we scale processing capacity to match your call rate.
Will it integrate with our existing dialer (Genesys, Five9, NICE, etc.)?
Twilio Media Streams and AWS Connect Voice Streams are first-class adapters, and other dialers can connect via our generic WebSocket protocol for live streaming. For any dialer, including Genesys, Five9 or NICE, you can also export call recordings and bring them in via upload or our REST API (including pushing a recording URL).
How do you avoid alert fatigue from live breach detection?
Live scoring only emits a breach when the AI is over 75% confident a criterion has clearly already failed. Not "might be" or "could happen". The threshold is set conservatively at 75% to keep false positives low. Confidence is checked every 30 seconds against the rolling transcript.
Can clients see live scores on their own dashboard rather than ours?
Yes. Two ways. Either embed CallGuard AI inside your existing client portal via the REST API, or issue scoped share links that give the client read-only access to a CallGuard view filtered to their programme.
Further reading: How to score 100% of contact centre calls and AI vs human call scoring: accuracy, cost and consistency. If you are still shortlisting QA platforms, our comparison hub sets out how CallGuard AI stacks up against the alternatives.