BPO Training & QA Software
Launch new client programs in days, not weeks. Itero lets you build realistic training simulations from client intake docs and call transcripts, then verify quality across 100% of interactions—for every client you serve. Train faster, maintain consistency, and scale QA without adding headcount.
Practice Client Scenarios Before Launch Day
You sign a new client. You have two weeks to understand their workflows, build training materials, and certify a team. Traditional approaches mean reading SOPs, shadowing calls, and hoping agents remember it all.
Itero creates realistic simulations from your client intake and real transcripts:
- - Product troubleshooting with that client's specific tech stack
- - Brand voice and escalation procedures unique to their playbook
- - Multi-channel scenarios (voice, chat, email) using actual customer language
- - Objection handling for their specific product or service
Agents practice until they nail the client's requirements—before talking to actual customers. Build muscle memory for workflows, scripts, and brand standards while you're still in pre-launch.
Verify Quality on Every Interaction, Not Random Samples
You run a dozen clients. Manual QA teams sample 2-3% of interactions per program. Client escalations come from the other 97% you didn't review.
Itero scores 100% of customer interactions across all your programs:
- - Script adherence and required disclosures confirmed
- - Brand voice consistency tracked across agents and channels
- - SLA compliance validated (hold times, resolution standards)
- - Client-specific KPIs measured (CSAT drivers, FCR requirements)
Binary compliance checks flag violations immediately. Qualitative scoring measures communication clarity, problem-solving effectiveness, and customer experience. See exactly where each client program stands—and which agents need coaching.
BPO Training & QA Software
Boost your team’s productivity with intelligent AI assistants at your service.
Customize Scoring for Different Clients and Channels
Your fintech client measures different success factors than your e-commerce client.
Build separate scorecards for:
- - Each client program with their unique KPIs and standards
- - New customer onboarding vs. technical support vs. retention calls
Stack multiple rubrics on the same interaction. Score policy adherence while measuring soft skills and channel-specific best practices simultaneously. Your clients get consistent quality. Your trainers get actionable coaching data.
Results That Matter to Your Business
Faster client launches: Build training programs from intake docs and transcripts in hours. Certify agents on new accounts before go-live instead of learning on production calls.
Consistent quality at scale: Maintain CSAT and FCR standards across dozens of clients without proportionally scaling your QA team. Customers have decreased AHT by 15% while serving demanding clients.
Competitive differentiation: Win RFPs by showing modern AI training and 90%+ QA coverage. Retain clients by proving quality with comprehensive data, not anecdotes from samples.
Lower attrition: Agents ramp faster with realistic practice and ongoing coaching feedback. Reduce the 30-45% annual turnover that crushes BPO margins and client satisfaction.
Frequently Asked Questions
Multi-Client Management
Can I really manage training and QA for dozens of different clients in one platform?
Yes. Each client gets unique scorecards, knowledge bases, and AI personas. You manage all client programs from one dashboard, with separate reporting for each client's KPIs, compliance requirements, and brand standards.
How do I handle different QA standards for different clients?
Build separate customizable scorecards for each client program. Stack multiple rubrics on one interaction—measure client-specific KPIs, channel requirements, and universal soft skills simultaneously. Your fintech client's scoring criteria won't interfere with your e-commerce client's standards.
What if my clients have completely different products and processes?
Create client-specific training libraries in minutes. Upload client intake docs and call transcripts to generate realistic simulations of their workflows, troubleshooting scenarios, and brand voice. Agents practice each client's unique requirements before launch day.
Implementation & Speed
How quickly can we launch training for a new client?
Hours to days, not weeks. Build training scenarios from client intake documents and existing call transcripts. Create custom AI personas matching their customer base. Agents start practicing immediately while you're still in pre-launch. Customers have certified entire teams on new accounts in under two weeks.
How long does it take to create new training scenarios?
Minutes for pre-built templates, under an hour for custom scenarios. Pull transcripts from actual client calls to generate realistic simulations automatically, or build from scratch with custom objections and personas. Our library includes common situations (technical support, billing, retention) you can adapt instantly.
Do we need technical resources to set this up for each new client?
No. Operations and L&D teams manage client setup through the UI. Connect knowledge bases, define scorecards with binary compliance checks and qualitative metrics, create personas, and assign learning paths—all without engineering support. IT only needs to handle initial platform integration.
Quality Assurance at Scale
Can you actually score 100% of calls across all our clients without hiring more QA staff?
Yes. Itero's AutoQA analyzes every interaction against client-specific scorecards automatically. Binary checks flag compliance violations immediately. Qualitative scoring measures communication clarity and problem-solving. One customer decreased AHT by 15% while maintaining demanding client standards across all programs.
How does automated QA compare to human reviewers for accuracy?
AI provides consistency human reviewers can't match. Remove subjectivity by defining exact rubrics—both quantitative (true/false compliance) and qualitative (1-100 skill application). Score every interaction the same way instead of varying by which QA analyst reviews it. Manual sampling misses 97-98% of calls where client escalations actually happen.
What happens when the AI flags a compliance issue?
Violations appear in the Coaching Inbox immediately with the specific timestamp, scorecard criteria failed, and call context. Managers review flagged interactions and notify agents via email directly from the platform. Track patterns across agents, shifts, or client programs to identify systemic training needs.
Cost & ROI
Is this cheaper than hiring more trainers and QA staff?
Substantially. Scale QA coverage from 2-3% sampling to 100% without proportional headcount growth. Launch new client programs in days instead of building training materials from scratch each time. Customers report faster client launches, lower attrition (reducing the 30-45% annual turnover costs), and winning RFPs by demonstrating 90%+ QA coverage competitors can't match.
How do you reduce agent turnover with training software?
Agents ramp faster with realistic practice before live calls, building confidence instead of learning on production. Ongoing coaching from comprehensive QA data (not random samples) shows agents exactly where to improve. Customers see turnover reduction because agents feel prepared and supported, not thrown into client calls after reading SOPs.
