Contact Center Quality Assurance Statistics

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Contact Center Quality Assurance Statistics 2023: Facts about Contact Center Quality Assurance outlines the context of what’s happening in the tech world.

LLCBuddy editorial team did hours of research, collected all important statistics on Contact Center Quality Assurance, and shared those on this page. Our editorial team proofread these to make the data as accurate as possible. We believe you don’t need to check any other resources on the web for the same. You should get everything here only 🙂

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Top Contact Center Quality Assurance Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 39 Contact Center Quality Assurance Statistics on this page 🙂

Contact Center Quality Assurance “Latest” Statistics

  • According to Time Doctor, 91% of consumers reported poor customer service in 2021.[1]
  • According to a NewVantage 2022 report, 91% of large companies planned to increase investments in big data analytics and AI.[1]
  • According to GetFeedback’s 2022 Report, 73% of professionals have increased their efforts to deliver personalized customer experiences since COVID-19.[1]
  • Nearly 80% of consumers say they would speak to a machine to avoid long wait times.[1]
  • Omnichannel self-service is set to become a priority for the future of call centers. 40% of organizations have increased their use of self-service IVR software.[1]
  • According to Lead Desk, about 30% of contact centers have used interaction analytics, and another 35% aim to do so in the future.[1]
  • Call recording is not seen as being particularly useful for accelerating the QA process by more than 25% of contact centers that employ a manual procedure.[1]
  • Companies can analyze 100% of their contacts thanks to analytics driven QM, which gives them complete visibility into their interactions.[2]
  • According to, 50% of contact center managers found that agents were requesting more management direction this year than they had previous.[3]
  • 60% of contact centers anticipate that keeping up with quickly changing technology will be their biggest issue as they get ready for the future.[3]
  • 63% of contact centers have a hybrid operating model, where some employees work onsite and others do so remotely.[3]
  • According to Scorebuddy, take an alternative approach in collecting contact center data, one that is 100% focused on generating value and giving a complete and true image of performance.[4]

Contact Center Quality Assurance “Center” Statistics

  • 85% of contact centers say they struggle to find the time for quality assurance, and 61% say that insufficient technology is a barrier to their QA success.[1]
  • According to polls from ContactBabel, 45% of contact centers think QA is extremely good for tracking agent performance and training needs, while 40% think it’s very effective.[1]
  • According to ContactBabel’s Contact Center Decision-Makers’ Guide 2019–20, over 90% of contact centers that do QA considered quality assurance very effective or fairly effective in improving the quality of inbound calls.[1]
  • According to QATC, the center is successfully retaining excellent employees, with just 5% of the top performers quitting.[5]
  • 85% of respondents believe that contact center will eventually shift from being a cost center to a revenue generator.[3]
  • 35% of contact centers are making investments in agent analytics, the implementation of which is given top priority.[3]

Contact Center Quality Assurance “Sum” Statistics

  • According to nextiva, studies show that 89% of consumers have switched to a competitor after a single bad experience.[6]
  • According to Time Doctor, 49% of call and contact centers now consider employee satisfaction as a top five KPI after customer satisfaction, response time, and quality assurance.[1]
  • According to Time Doctor, 44% of people report being annoyed or irritated when kept on hold for 5 to 15 minutes.[1]

Contact Center Quality Assurance “Quality” Statistics

  • According to Kaizo, 93% of consumers are more likely to make repeat purchases at companies with excellent customer service.[7]
  • In the UK, 25% haven’t even attempted to use quality assurance in strategic company changes, and 30% even see it as useless.[1]
  • Most contact centers, or 85%, want to upgrade or replace their quality assurance automation systems.[3]
  • The bulk of 77% in a remote location, indicating areas for development, presently struggle to maintain compliance and 87% have trouble assuring quality assurance.[3]

Contact Center Quality Assurance “Assurance” Statistics

  • 55% of contact centers believe quality assurance is useful in enhancing the firm as a whole is also noteworthy.[1]
  • A contact center may automate the quality process by using speech analytics to ensure that 100% of calls are examined and determined to be the most relevant calls for quality assurance.[2]
  • There is room for improvement since 87% of respondents presently find it challenging to provide quality assurance and 77% struggle to maintain compliance in a remote situation, according to[3]
  • In the future, contact centers aim to employ analytics across all categories, but particularly in quality assurance operations (anticipated usage 61%) and customer experience (estimated use 61%).[3]

Contact Center Quality Assurance “Other” Statistics

  • According to research by Nextiva, 86% of customers are willing to pay more for a great experience. However, 67% of customer churn is preventable if you can resolve issues right away.[6]
  • With the help of CallMiner Eureka, a company was able to manage a 12% increase in calls without adding additional agents.[8]
  • With Kaizo’s integrated software, complicated spreadsheets will be lessen and can improve service quality after 3 months by 11%.[7]
  • Even emails had to settle for effectiveness rates of approximately 60% for outbound calls, which fell to around 50%, according to LeadDesk.[1]
  • Only 15% of the poor performers leave the company, compared to the top quarter’s turnover rate of over 30%.[5]
  • 29% of leaders utilize AI for real time speech transcription, 23% for sentiment analysis, and 19% for natural language processing.[3]
  • Analytics are essential for evaluating customer experience (59%) and agent performance (55%).[3]
  • To provide more advice, 57% of executives prioritize more individualized mentoring and assistance, while 58% of leaders engage agents in more frequent dialogues.[3]
  • Opinions vary about the compliance technology’s existing capacity to assure compliance in a remote setting, despite the fact that the majority, 68%, are quite happy with it.[3]
  • According to Playvox, 86% of customers say they are willing to pay more for a good customer experience.[3]

Also Read

How Useful is Contact Center Quality Assurance

One of the primary benefits of contact center quality assurance is its ability to enhance the overall quality of customer service. By monitoring interactions in real-time or retrospectively, contact center managers can identify areas where representatives may be falling short or encountering difficulties, helping them to provide timely coaching and guidance to improve performance. This proactive approach can lead to increased customer satisfaction and loyalty, ultimately benefiting the business.

Furthermore, quality assurance helps to maintain consistency across customer service interactions. By establishing clear guidelines and standards, contact center managers can ensure that representatives deliver a consistent level of service regardless of who the customer is or the nature of their query. Consistency is key when it comes to building trust with customers and ensuring they receive a seamless and satisfactory experience each time they engage with the company.

Quality assurance also plays a crucial role in compliance and risk management. By monitoring interactions and ensuring that representatives are adhering to relevant regulations and company policies, businesses can mitigate the risk of non-compliance and potential legal issues. This proactive approach helps to protect both the company and the customer, fostering a sense of trust and security in the relationship.

Moreover, by analyzing the data and insights gathered through quality assurance processes, businesses can make informed decisions about areas for improvement and opportunities for growth. This data-driven approach enables companies to identify trends, patterns, and opportunities for innovation, helping them to stay one step ahead in a constantly evolving marketplace.

Contact center quality assurance is also invaluable when it comes to training and development. By providing representatives with feedback and coaching based on their performance, businesses can help them to improve their skills and knowledge, ultimately enhancing their ability to deliver exceptional customer service. This ongoing cycle of feedback and improvement not only benefits the individual representatives but also contributes to the overall success of the contact center.

In conclusion, contact center quality assurance is a fundamental aspect of managing and improving customer service operations. It helps to enhance the quality of customer service, maintain consistency across interactions, ensure compliance and risk management, and drive strategic decision-making. By investing in quality assurance processes, businesses can strengthen relationships with customers, empower their representatives, and ultimately drive long-term success and growth.


  1. leaddesk –
  2. calabrio –
  3. observe –
  4. scorebuddyqa –
  5. qatc –
  6. nextiva –
  7. kaizo –
  8. callminer –

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