QA Report: What Contact Centers Are Doing Right Now

See how Scorebuddy’s latest research reveals the real shift from manual QA to automated, insight led quality programmes.

  • Understand how your peers are managing low QA coverage, inconsistent scoring, and rising customer expectations.
  • See where the industry is heading with AI auto scoring and deeper insight across every interaction.
  • Benchmark your own programme against what high performing contact centers are prioritising right now.

Scorebuddy’s QA Report titled What Contact Centers Are Doing Right Now reveals how fast quality is changing in real contact centers. The data shows that 44% of contact centers are interested in auto QA, while reliance on spreadsheets continues to decline. The message is clear: manual, sample based QA is no longer enough to keep up with volume, complexity, and CX targets.

If you lead QA, operations, or CX, this report gives you a focused view of:

  • What teams like yours are actually doing today
  • Which tools and approaches are gaining traction
  • Where the biggest opportunities lie to modernise your QA strategy before your competitors do