eBook: Why Traditional Quality Assurance is Failing Your Contact Centre

As contact centres grow in scale and complexity, the expectations placed on Quality Assurance expand accordingly. Leaders must rely on QA not only to identify individual performance issues, but to surface systemic risk, inform coaching strategies, and highlight patterns that affect revenue, retention, and customer lifetime value. In this sense, QA is foundational not just to governance, but to operational and commercial decision-making.

The question is no longer whether Quality Assurance matters, but whether the current approach is capable of supporting the organisation’s future. In an environment where outcomes depend on visibility, quality can no longer be sampled. It must be understood at scale.

This eBook explores the current issues facing contact centre leaders and how Callytics can help provide a solution.