Call QA strategyCall QA strategy
7 min read
Call QA coverage vs accuracy: the new role of sampling
Analysing every call vs sampling: coverage, fitness for analysis and accuracy are three separate numbers — with a worked example and sampling rules.
Call QA strategy
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6 of 6 posts shown
Call QA strategyCall QA strategy
7 min read
Automated call quality assurance vs manual review: who does what
How to split call QA between AI and people: first pass, review queue, human decision and appeal — with a matrix and queue rules.
Call QA strategyCall QA strategy
6 min read
Choosing call center quality assurance software: demo questions
Choosing call center quality assurance software: a test on your own calls, eight groups of demo questions, red flags and a comparison table.
Call QA strategyCall QA strategy
6 min read
Speech analytics ROI: from listening time to repeat contacts
How to calculate speech analytics ROI: freed hours, realised cash savings and proven business impact — with a verified worked example.
Call QA strategyCall QA strategy
6 min read
Call center quality management roles: who owns what
Call center quality management roles: who writes the standard, who checks results, who coaches agents — with a RACI table.
Call QA strategyCall QA strategy
8 min read
What is AI call analysis? From recording to agent score
AI call analysis in five layers — recording, transcript, summary, per-criterion evaluation and score — shown on one example call, with the limits of each.
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