How to improve contact centre quality scores without hiring more QA staff
More reviewers isn’t the answer. Here’s how leading contact centres improve quality scores using automated QA, targeted coaching and evidence-based feedback loops.
By the OrySense team · · 7 min read
Contact centre quality scores plateau when the only lever is “review more calls”. You hire another QA analyst, cover slightly more than 2% of calls, and six months later the scores are the same. The problem isn’t effort. It’s that sampling can’t show you the full picture.
Step 1: Move from sampling to full coverage
The first and most impactful change is to score 100% of eligible conversations, not a sample. When you score everything, problems are found where they actually occur, agents are judged on all of their work, and trends appear faster because the data is complete from day one. Automated QA — AI that reads every call against your scorecard — is how contact centres achieve this without adding headcount.
Step 2: Define what “quality” means in your context
The most common reason QA scores don’t improve: the scorecard doesn’t reflect what actually drives customer outcomes. Audit your QA form. Are the items weighted correctly? Do they reflect what makes a great call in your business — for your products, your customers, your compliance requirements?
Step 3: Connect quality scores to coaching, not just reporting
Quality scores only improve performance when they drive coaching conversations. The feedback loop needs to be specific — tied to a moment from a real call — timely — within days of the conversation — and frequent: a short weekly session beats a long monthly review.
Step 4: Fix the process, not just the person
Quality data aggregated across all agents tells you something different from individual coaching: it shows you where your process is broken. If 60% of agents are missing the same step, that’s a training or playbook problem, not a performance problem.
Step 5: Track whether coaching works
After a coaching session, measure whether the coached skill improved in the next two weeks. This closes the loop and tells you which coaching approaches work in your context. Automated QA gives you this measurement for free — the scores continue after every session.
What this looks like in practice
Teams using OrySense typically follow this rhythm: Monday — team leader reviews each agent’s ORY Score and identifies the top coaching priority per person. Tuesday–Thursday — individual coaching sessions using two examples from the agent’s own calls and one from a top performer. Friday — team leader checks post-coaching scores to see if the behaviour moved.
