Source: Call Centre Helper, What Contact Centres Are Doing Right Now (2026).
What's inside
72.9% still use manual QA scorecards, while only 24.3% use AI-driven scorecards.
64% mostly trust AI to support quality monitoring, with human oversight still needed; only 3% have little or no trust.
27.6% say budget or ROI is the biggest barrier to AI in QA; only 8.6% blame distrust of the AI.
22.4% would ditch manual processes first if they could improve one thing about QA.
About the research
The 14th annual research report from Call Centre Helper, which describes itself as the world's largest online community of contact center professionals. The quality assurance chapter is sponsored by ScorebuddyCX and includes commentary from Dara Kiernan (KPI Consulting Ireland), Alex McConville (ALPerformance), Adam Boelke (Alignment Advantage Group) and Nerys Corfield (Director, Injection Consulting Limited). Our edition opens with a foreword from Derek Corcoran, CEO, ScorebuddyCX.
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