Auto QA is Live: Every Call Scored, Every Score Evidenced

MaxContact explores what contact centres need to consider beyond simply reviewing every interaction.

Auto QA scores 100% of your eligible interactions against your own criteria and links every score back to the exact exchange in the transcript. When a regulator, an ombudsman or the board asks about a specific call, the evidence already exists.

Reviewing Every Call Turns Out Not to be the Finish Line

A survey took place of 300 UK contact centre managers and directors in August. 285 of them operate under FCA regulation, and among that group, 46.7% already have AI reviewing every single call.

For years the case for automating Quality Assurance was that you could only ever listen to a fraction of your conversations.

For half this market, that’s no longer the problem. So, we asked those same 285 people whether they’d ever found a compliance breach or harm issue outside their routine Quality Assurance sample.

54.0% said yes. 16.5% had found more than one.

Reviewing everything, it turns out, isn’t the same as being able to prove anything. Consumer Duty doesn’t ask whether a conversation was recorded or even scanned.

It asks for an assessment against defined criteria, applied consistently, with an audit trail and a demonstrable link between what you found and what you did about it.

Plenty of businesses now have automated review across all their calls. Far fewer could produce that chain for one named customer, on one named call, this week.

The Part That Costs Money is The Wait

The other finding that shaped this product was about speed. Only 10.9% of regulated – businesses get feedback to an agent within a day of the call.

The mean is 3.08 days. And when we asked what stops teams reviewing more, the answers were about resource rather than capability – time, cost and headcount accounted for 67.4% between them.

Three days is a long time on a contact centre floor. A missed disclosure or a mishandled vulnerability marker usually isn’t a one-off; it’s a habit, and it carries on across conversations nobody has flagged yet.

The End of The Quality Assurance Sample

Every eligible interaction is scored automatically, as soon as the transcript is available. There are no selection step and no queue.

Scorecard criteria are written in plain English rather than built from keyword rules or complex logic, so your Quality Assurance team can create and change them quickly and without waiting on us.

Every score is evidence-linked, so a result can be defended in a coaching session, an internal audit or a regulatory review.

And because it’s one evidence layer rather than three, Operations, Quality Assurance and Compliance are working from the same view of the same conversations instead of separate samples and separate conclusions.

Your reviewers keep the final say throughout. They can challenge a score, question an output and recalibrate criteria whenever the operation changes.

If you already use Conversation Analytics, you may already have AI Call Scoring. That lets your team score selected calls against your existing scorecard, taking a review from roughly thirty minutes down to five – around four days a month back for a reviewer.

Auto QA is the paid add-on that removes the selection step entirely and turns that output into a complete, auditable record across every call.

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This post has been re-published by kind permission of MaxContact - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Robyn Coppell