Solutions for BPO & Contact Center Operations
Automate call QA across the industries and workflows your teams support. Navikzaa evaluates recorded conversations against your quality, compliance, and operational requirements, with advanced real-time capabilities available for organizations that need live oversight.
Applied Across Major BPO Sectors
Discover how Navikzaa adapts post-call QA to the specific requirements of your contact center campaigns.
Banking & Financial Services
Automate QA across customer service, verification, sales, servicing, and collections conversations.
- Customer service QA
- Verification workflows
- Disclosure & compliance checks
- Financial product conversations
- Collections QA
Healthcare
Evaluate customer and patient-support conversations against communication, process, and quality requirements.
- Appointment & scheduling support
- Patient/customer service
- Process adherence
- Communication quality
- Privacy-sensitive workflows
Insurance
Monitor the quality and consistency of insurance-related customer conversations across service, sales, renewals, and claims support.
- Policy servicing
- Sales & renewals
- Claims support
- Script adherence
- Disclosure checks
Telecom
Automate QA across high-volume telecom customer service, sales, retention, and support conversations.
- Customer support
- Plan & product conversations
- Retention
- Upselling & cross-selling
- Complaint handling
E-Commerce & Retail
Evaluate customer interactions across order support, returns, complaints, and service operations.
- Order support
- Returns & refunds
- Complaint resolution
- Customer experience QA
- Agent performance
Travel & Hospitality
Improve QA across booking, customer support, service recovery, and travel-related conversations.
- Booking support
- Customer service
- Service recovery
- Upselling
- Complaint handling
Collections & Recovery
Automate QA across collections conversations with configurable scripts, disclosures, and communication requirements.
- Script adherence
- Required disclosures
- Agent communication
- Escalation handling
- Conversation risk detection
Technical Support & Helpdesks
Evaluate troubleshooting, resolution quality, communication, and escalation handling across technical support operations.
- Troubleshooting adherence
- Resolution quality
- Technical communication
- Escalation handling
- Support-agent performance
One QA Platform. Multiple Operations.
Whether your teams handle customer service, sales, collections, technical support, or specialized workflows, Navikzaa can apply configurable QA scorecards and evaluation rules to the conversations your organization needs to review.
Customer Support
- Quality & tone
- First-contact resolution
- Communication clarity
- Escalation handling
Sales & Retention
- Script adherence
- Mandatory disclosures
- Objection handling
- Customer experience
Collections
- Script adherence
- Required disclosures
- Communication tone
- Escalation protocols
Technical Support
- Troubleshooting steps
- Resolution quality
- Technical communication
- Escalation procedures
Built Around Your QA Requirements
Every BPO has its own scorecards, scripts, processes, and quality standards. Navikzaa can be configured around the evaluation criteria that matter to your operation.
Custom QA Scorecards
Define criteria aligned with your specific evaluation frameworks.
Campaign-Specific Rules
Apply distinct evaluation criteria across different clients or lines of business.
Compliance Requirements
Flag mandatory disclosure omissions and process deviations automatically.
Script Adherence
Track greeting, verification, closing, and workflow script compliance.
Agent & Team Evaluation
Compare quality trends across shifts, teams, and individual representatives.
Custom Reporting
Export actionable quality metrics tailored to your supervisory workflows.
Advanced Real-Time Monitoring
Some operations require live oversight rather than post-call review. For organizations with these requirements, real-time monitoring, live compliance alerts, agent guidance, and supervisor intervention can be developed and deployed as an advanced/custom solution.
Evaluate Navikzaa for Your Operation
Tell us about your industry, call volumes, QA process, and evaluation requirements. We'll show you how Navikzaa can fit into your existing workflow.