Why You Should Not be Scoring 100% of Your QA Calls

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Most contact centers still believe scoring more calls means better QA.

It doesn’t.

In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just gives you more work. We talk about where the push for full coverage really comes from. Fear. Compliance pressure. Old spreadsheet thinking. And why that mindset quietly hurts coaching, accuracy, and confidence.

We also cover what the data actually shows, how statistical sampling works in the real world, where AI helps and where it doesn’t, and what QA should really be optimizing for.

If your QA program feels busy but not effective, this episode will make you rethink how many calls you really need to score.

Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.

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expiviadigital.com

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