Now serving all 77 districts of Nepal — IVR, Bulk SMS & WhatsApp API on one platform. Get started at Rs. 1,499→

Telvanta
FOR BPO & OUTSOURCING TEAMS

Consistent Quality.
Stronger Compliance.
Happier Customers.

Telvanta.ai Quality & Compliance helps BPOs maintain the highest service standards with AI-powered quality monitoring, evaluation, calibration, and compliance management.

A quality overview console — overall score, evaluations completed, compliance rate and critical alerts over a score trend, a scores-by-dimension ring, the top improvement areas and a compliance status list, beside a rail of the AI quality monitoring, scorecard, compliance, calibration and audit modules.

The impact you can achieve

Higher Quality ScoresEnsure consistent service quality across all agents and teams.
Better ComplianceStay audit-ready and meet client & regulatory standards.
Lower RiskReduce compliance violations and related penalties.
Improved Customer TrustDeliver reliable, secure, and professional interactions.
Data-Driven CoachingIdentify gaps and coach agents with precision.

Key Results for BPOs*

15–30%Improvement in Quality Scores
20–40%Increase in Compliance Adherence
25–35%Reduction in Compliance Violations
10–20%Reduction in Repeat Contacts
15–25%Increase in Agent Productivity
20–30%Improvement in Customer Satisfaction (CSAT)

*Based on Telvanta.ai customer data

AI-Powered Monitoring

Auto-monitor 100% of interactions for quality and compliance risks.

Custom Scorecards

Build role-based scorecards aligned with client KPIs and compliance rules.

Real-time Alerts

Get instant alerts for policy breaches and critical issues.

Recording & Evidence

Securely store recordings and data for audits and disputes.

Calibration & Training

Align evaluators, run calibration sessions, and track improvement.

Comprehensive Reports

Generate detailed reports for clients, auditors, and leadership.

How Quality & Compliance Works

Capture Interactions

Record calls, chats, and messages across all channels.

AI Analysis & Checks

AI analyses 100% of interactions for quality and compliance.

Score & Evaluate

Evaluators review and score using custom scorecards.

Calibrate & Align

Run calibration sessions to ensure scoring consistency.

Coach & Improve

Provide targeted coaching and training for agents.

Monitor & Alert

Track performance, compliance & get real-time alerts.

Report & Comply

Generate reports and stay compliant with ease.

Popular Use Cases

Regulatory Compliance

Ensure adherence to industry regulations (PCI DSS, GDPR, HIPAA, local laws).

Client SLA Adherence

Monitor and ensure compliance with SLA metrics and contractual obligations.

Data Privacy & Security

Detect and prevent data leaks, PII exposure, and policy violations.

Dispute Management

Maintain recordings and evidence for dispute resolution and audits.

Quality Monitoring

Monitor 100% of interactions and evaluate critical conversations.

Agent Coaching

Identify skill gaps and deliver targeted coaching to improve performance.

Fraud & Risk Detection

AI detects fraud patterns and high-risk interactions automatically.

Audit Readiness

Generate audit-ready reports and maintain complete compliance trails.

Quality & Compliance Analytics Overview

Overall Quality Score4.63 / 512% vs last 30 days
Compliance Rate97.2%8% vs last 30 days
Evaluations Completed2,34815% vs last 30 days
Critical Alerts1830% vs last 30 days
Audit Readiness98%6% vs last 30 days
Score Improvement+0.38vs last 30 days

Quality Score Trend

5.04.03.02.01.0
May 5May 12May 19May 26Jun 2

Scores by Dimension

Communication4.7
Process Adherence4.6
Compliance4.8
Empathy4.4
Resolution4.5

Top Policy Violations

PII Disclosure26%
Authentication Failure21%
Script Deviation18%
Disclosure Incomplete14%
Hold Time Violation12%
Others9%

Telvanta.ai helps us maintain the highest quality standards and stay 100% compliant. The insights and coaching tools have transformed our operations.

Rohit SharmaOperations DirectorGlobal BPO Solutions

Seamlessly Integrates With Your Systems

SalesforceZoho CRMfreshdeskGENESYSFive9Google WorkspaceMicrosoft Teamsand more

Frequently Asked Questions

Deliver quality. Stay compliant. Build lasting client trust.

or