What Changes When Quality Assurance Covers Every Call?

In most contact centers, quality assurance means listening to a sample. A QA team picks a few calls per agent per week and scores them against a checklist. The feedback reaches the agent days later. Everything outside the sample goes unreviewed.

When every call is recorded and transcribed, then checked automatically, that changes. Julo, an Indonesian peer-to-peer lender, reports 100% QA coverage, 3–4x faster reviews, coaching moved from T+7 to T+1, and 10–20% fewer complaints after moving its telemarketing operation to AI Rudder’s AI Contact Center.

Why Sampled QA Leaves Gaps

Sampling made sense when every review meant a person listening to a full call. It was the only affordable option. Its costs grow with the operation.

Coverage and delay are the obvious ones. A compliance problem on an unsampled call is invisible until a customer complains. If feedback reaches an agent a week after the call, the same mistake may have been repeated dozens of times.

Fairness is the other. Agents judged on a handful of calls can reasonably feel the sample didn’t represent their work.

Julo’s starting point was a manual telemarketing operation. Its case study describes the costs of manual dialing: looking up and entering each number and waiting for the connection. The costs also included fewer calls per hour and call pacing that varied with each agent’s speed.

What Julo Changed

Julo switched to AI Rudder’s AICC with automated predictive dialing, which removed the manual dialing work and evened out call pacing. Running calls through one platform also puts every call in one place: recorded and turned into text, ready for review.

AICC’s quality assurance module is built for that review. It checks conversations against SOPs the client defines. It adds sentiment analysis and multilingual support.

Monitoring and reporting add real-time voice and text monitoring. They also add scoring and dashboards. Quality assurance can also be adopted on its own, outside AICC.

What Julo Reports

From Julo’s approved case study:

• 100% QA coverage
• 3–4x faster reviews
• Coaching moved from T+7 to T+1, so agents hear feedback the day after a call, where it used to take a week
• 10–20% fewer complaints

The coaching change is the one supervisors notice first. Feedback the next day is feedback an agent can still connect to the call it came from.

What Full Coverage Is Useful For

Checking every call answers questions a sample can’t:

• Did any agent skip a required disclosure this week? With full coverage, the answer comes from the data.
• Which agents struggle with which part of the script? Patterns show up across all their calls.
• Which version of an opening line converts more often? Every call becomes a data point.
• When a customer complains, the call is already reviewed and scored.

For BPOs running calls for several clients, full coverage also gives each client a view of every call made on its behalf.

Questions Operations Leaders Ask About Automated QA

What happens to the QA team? Its time moves to the work a sample never left room for: reviewing flagged calls and refining the checks. The rest goes to coaching agents.

Can we set our own scoring criteria? Yes. AI Rudder’s quality assurance uses customisable SOP checks.

Does it work in local languages? Quality assurance includes multilingual support, and AI Rudder’s agents are live in 22 markets.

Can we use quality assurance without the full AICC? Yes. Quality assurance can be adopted on its own.

Next Step

Work out what share of your calls your QA team reviewed last month. Get a Demo and we’ll show you what checking all of them would look like.