Convin for BPO
Every call is reviewed. Every agent is guided. Every SLA is met.
AI Phone call triggers fast responses, real-time agent prompts next steps live, and conversation intelligence coaches from 100% of interactions - so AHT drops, FCR rises, and audits pass first time.
Convert Conversations Into Results.
100
%
Auto-QA
40
%
Lower Manpower Requirement
56
sec
Reduction in
AHT
AHT
75
%
FCR
achieved
achieved
40
%
Complaints
reduced
reduced
10
X
Jump in Conversions
More Business Is Lost to Silence Than to Competition
60%
of claim-related calls still rely on manual checks.
Impact
Slower TATs, poor claim experience, and escalations.
Fragmented systems
(Voice / WhatsApp / CRM)
Impact
Broken customer journeys, missed context, and declining trust.
Fix It in Three Moves
AI Phone Call Agent
Fires on SLAs/events, keeps context across voice/chat/email/WhatsApp, logs outcomes to CRM/ticketing, shows up in the mobile app.
Solves
Missed callbacks
Late reminders
Manual nudges
Use Cases
Warm transfers and qualification
Payment/renewal reminders
SLA-risk alerts
Appointment confirmations
Why It Matters
Higher contact rates
Faster TAT
Steadier agent load
Real-Time Assist Agent
Monitors calls live with prompts, checklists, and disclosure cues; Supervisor Assist scans many calls and pings when to step in.
Solves
Off-script handling
Policy drift
Missed upsells
Slow escalations
Use Cases
ID&V and disclosures
De-escalation
Cross-sell nudges
Language-switch support
Why It Matters
Lower AHT
Higher FCR
Audit-ready notes
Conversation Intelligence Agent
Scores 100% of interactions, prioritizes risk-based reviews, surfaces behaviors, and auto-builds coaching with clips; tracks VoC and competitor trends.
Solves
Low QA coverage
Slow feedback loops
Fuzzy coaching
Use Cases
Compliance audits
Agent scorecards
Playbook updates
AI-assisted onboarding
Why It Matters
Fewer violations and escalations
Measurable CSAT
Conversion lift
A Closed Loop That Never Loses a Customer
Real-World Convin Use Cases Across BPO Functions
Customer Support & Service Delivery
Automate callbacks and follow-ups for at-risk tickets before SLAs breach.
Use live prompts and next-best actions to boost first-contact resolution.
Maintain consistent service levels during peak load across channels.
Quality Assurance & Compliance
Review 100% of interactions with automated QA and risk-based scoring.
Flag missed disclosures, tone deviations, and compliance risks in real time.
Generate audit-ready call logs and reduce social escalations by ~50%.
Training & Workforce Enablement
Identify top-performing agents and replicate winning behaviors.
Deliver targeted coaching tied to KPIs through an AI-driven LMS.
Cut onboarding time by 30–60% and reduce early attrition.
Operations & Process Management
Prioritize tickets by SLA breach risk, not queue order.
Track workflows and capture consent automatically across systems.
Reduce repeat contacts and improve SLA adherence.
Customer Experience (CX) & Retention
Analyze conversations to detect dissatisfaction and competitor mentions.
Route patterns to product or process teams for faster resolution.
Improve CSAT by 3–5 points and stabilize FCR rates.
Trusted by B2C Leaders Who Get It.
“With Convin, we expanded from manually auditing just 2% of calls to 100% coverage through AI-powered audits. This insight reduced social media escalations by 50% within a year.”
Preeti Singh
Quality Assurance Lead
Preeti Singh
Quality Assurance Lead
Read Casestudy
INDUSTRY
Consumer Electronics
CONTACT CENTER SIZE
350+
FOUNDED
2011
"Convin.ai helped us scale our call audit coverage from 1.5% to nearly 30%, enabling real-time feedback and better agent performance. Their AI-powered LMS was a game-changer—automatically creating personalized training from call data. The team has been a true partner, constantly sharing valuable insights and helping us improve key metrics like AHT and CSAT."
Preeti Singh
Quality Assurance Lead
Mohit Sidhwani
Head of Customer Experience
Before Convin, we lacked visibility into why leads were being closed incorrectly, which made it difficult to identify missed business opportunities and impacted both conversions and forecasting accuracy. With Convin’s AI-driven insights, we can now spot genuine buying intent, recover lost leads, and take timely action. This has significantly improved our sales efficiency and reduced revenue leakage. A major advantage has been the alignment it’s created across sales, quality, and business teams- everyone now works with the same reliable data.
Hardik Singh
Functional Head– Quality & Training, Physics Wallah
Before Convin, our quality reviews were entirely manual and limited to a small sample of calls, making it hard to identify patterns or spot missed sales opportunities. With Convin, we can now analyze every call automatically and gain complete visibility into how agents handle leads. The platform helps us flag missed opportunities, provide targeted feedback, and ensure consistent, objective QA scoring. Our reviews are now faster, more accurate, and far more insightful.
Berkha & Devayani
AM- Quality Assurance, Physics Wallah
Before Convin, it was difficult to link quality insights with training outcomes, making it hard to measure how coaching impacted performance and slowing down new agent ramp-up. With Convin, we can now quickly identify skill gaps that affect conversions and deliver targeted, effective coaching. Training has become more focused, and we’re excited to explore Convin’s LMS capabilities to integrate quality and learning on a single platform. The results have been tangible in both agent performance and efficiency. The Convin team has been highly responsive, open to feedback, and proactive in tailoring the platform to our needs.
Ravi Sachan
Senior Manager– Quality & Training, Physics Wallah
“With Convin, we expanded from manually auditing just 2% of calls to 100% coverage through AI-powered audits. This insight reduced social media escalations by 50% within a year.”
Preeti Singh
Quality Assurance Lead
Preeti Singh
Quality Assurance Lead
Read Casestudy
INDUSTRY
Consumer Electronics
CONTACT CENTER SIZE
350+
FOUNDED
2011
"Convin.ai helped us scale our call audit coverage from 1.5% to nearly 30%, enabling real-time feedback and better agent performance. Their AI-powered LMS was a game-changer—automatically creating personalized training from call data. The team has been a true partner, constantly sharing valuable insights and helping us improve key metrics like AHT and CSAT."
Mohit Sidhwani
Head of Customer Experience
Integrate Effortlessly With Your Tech Stack
Integrate Effortlessly With Your Tech Stack
More Enrollments. Same Team. Less Leakage.
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