The launch of our Agent Copilot earlier this year offered us more than just a new product release—it opened a window into the daily challenges faced by contact center leaders. Through countless conversations with supervisors and operations managers, we uncovered a critical pain point in the industry: Quality Assurance (QA).

While QA serves as the cornerstone of excellent customer service, regulatory compliance, and customer satisfaction, it remains one of the most challenging aspects of contact center management. With QA analysts typically overseeing 25 agents each, supervisors often find themselves stretched thin, performing QA duties alongside their primary responsibilities. This challenge persists regardless of scale—from boutique 50-agent support centers to sprawling 4,000-agent healthcare operations.

“A customer service agent giving an idealistic speech about the problems in the Contact Center” – credit Midjourney

From the Voice of Our Customers

Contact center managers were more than happy to share these compelling insights:

We review less than 2% of all calls through QA!

Our manual QA process consumes excessive time and resources.

Evaluation consistency varies with each supervisor's judgment.

Agents receive feedback weeks or months after their calls.

Random sampling makes it difficult to identify which calls truly need review.

Transcript-based compliance checks are slow and inefficient.

While revenue centers prioritize QA, service centers often operate without it.

Agents desire feedback on every call, but we lack the capability to deliver.

Core Challenges in Modern Contact Center QA

1. Volume and Sampling Limitations

The sheer volume of interactions makes comprehensive review impossible with traditional methods. Random sampling often misses critical patterns and issues that could impact service quality.

2. Evaluation Subjectivity

Inconsistent standards lead to subjective assessments, affecting both feedback quality and agent morale. While standardization is crucial, implementation remains challenging.

3. Delayed Agent Feedback

Manual processes result in significant delays between calls and feedback, limiting agents’ ability to improve in real-time. Current tools prioritize management oversight over agent development.

4. Compliance and Security Vulnerabilities

With only a fraction of calls reviewed, contact centers handling sensitive data face increased risks of compliance breaches, particularly with regulations like GDPR and PCI-DSS.

5. Technology Limitations

Traditional QA tools rely heavily on transcript analysis, creating a time-consuming process that fails to capture the complete customer experience.

“An iconic lamb monitoring a contact center with a generative AI dashboard” – credit Midjourney

Introducing Avaamo AutoQA™

In response to these challenges, we developed Avaamo AutoQA from the ground up. Rather than building another transcript search tool, we reimagined the QA process from a supervisor’s perspective. Powered by LLaMB™, AutoQA transforms standard QA evaluation sheets into sophisticated prompts—no coding required. The system evaluates each customer-agent interaction against predetermined criteria, providing instant visibility into performance metrics and targeted coaching suggestions.

AutoQA enables automated evaluation of 100% of customer interactions across all channels. This comprehensive approach improves agent performance, eliminates evaluation bias, and enhances customer satisfaction while maintaining operational efficiency.