The road to 100% QA coverage

AI is accelerating at an astonishing pace. What once seemed like science fiction is now reality - AI can QA calls, flag issues and provide actionable insights. It’s rapidly approaching a point where doing this across 100% of interactions will be not just feasible, but expected. So what does this mean for contact centres?

For years, the conventional wisdom has been that QA doesn’t need to cover every call. By sampling a subset of interactions, you can produce a reliable and cost-effective metric. However, this misses the opportunities beyond performance metrics - from coaching feedback to risk management - that only become possible when you analyse every interaction. With the cost of running AI models dropping rapidly, we should be planning for a not so distant future where 100% automated QA isn’t just feasible, it's so affordable there is no reason not to.

With 100% automated QA coverage, you can build tight feedback loops to improve service at scale. From a compliance and risk perspective, full automation ensures that every interaction is monitored against policies, significantly reducing the likelihood of human error. For training, automated QA can instantly provide positive feedback and areas for improvement to agents as soon as they finish a call. For service improvement, automated analysis of interactions at scale enables organisations to identify what processes are working well and recurring pain points that can be improved.

The era of 100% automated QA is no longer on the horizon - it’s here. Auto QA vendors that recognise this will be changing their commercial models to make it as affordable as possible for their customers. At Rizal, we’ve priced our auto QA solution per minute with no minimum commitments to make it as simple as possible for contact centres to onboard and realise savings as we drive down our cost per minute. If you’d like to see how auto QA can improve service quality at scale, drop us a note: hello@rizal.co