Quality Assurance
for Call Centers

Manual QA catches 3-5% of calls. AgentTech's AI monitors 100%. Get consistent quality scoring, compliance tracking, and coaching insights on every conversation—automatically.

100% call coverage Automated scoring Compliance-focused

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The Quality Assurance Challenge

Traditional QA means supervisors manually reviewing recordings—listening to calls, filling out scorecards, providing feedback. It's time-consuming and inconsistent. Most call centers only review 3-5% of calls, leaving 95%+ completely unmonitored.

In insurance, this creates massive compliance risk. The call you didn't review could be the one with a violation. The agent who needs coaching might never get flagged. Problems become visible only when complaints arrive—or regulators come calling.

The Math Problem: A 50-agent call center making 100 calls/agent/day generates 5,000 calls daily. At 10 minutes average length, that's 833 hours of audio. No QA team can review more than a fraction—unless you use AI.

How AI Quality Assurance Works

Automated monitoring for every conversation

Every Call Captured

All calls recorded and transcribed in real-time. No sampling, no gaps.

AI Analysis

AI evaluates compliance, call quality, and key behaviors automatically.

Automatic Scoring

Every call receives a score. Flagged calls surfaced for human review.

Actionable Insights

Reports show trends, identify training needs, and track improvement.

What Our AI Evaluates

Comprehensive quality criteria for insurance calls

Compliance

Required disclosures delivered
Prohibited language avoided
Scope of appointment honored
Proper identification given

Customer Experience

Professional greeting
Active listening behaviors
Questions answered clearly
Proper call closing

Sales Effectiveness

Needs discovery conducted
Benefits explained clearly
Objections handled well
Clear next steps established

Benefits of AI-Powered QA

100% call coverage
Every call evaluated, not just a sample. No violations slip through.
Consistent standards
AI applies the same criteria to every call. No scorer bias or variation.
Faster feedback
Scores available immediately after calls. Coach agents while context is fresh.
Trend identification
See patterns across agents, teams, and time. Identify systemic issues early.
Reduced QA cost
AI handles routine monitoring. Human QA focuses on coaching and complex cases.

Manual vs AI Quality Assurance

Call Coverage	3-5%	100%
Scoring Time	Days	Seconds
Consistency	Variable	Perfect
Cost Per Call	$2-5	Included

Explore More

AI-Powered Dialer AI Call Center Call Transcription Best Practices CMS Recording Requirements IVR Definition

Frequently Asked Questions

Call center QA is the systematic process of evaluating agent-customer interactions against defined quality standards. For insurance, this includes compliance accuracy, sales technique, customer service, product knowledge, and adherence to scripts and regulatory requirements.

AI automates QA by scoring 100% of calls instead of the typical 2-5% manual sample. AgentTech's AI evaluates every call for compliance, sentiment, talk-to-listen ratio, and key behaviors—providing comprehensive quality data at scale.

Traditional QA reviews 2-5% of calls. With AgentTech's AI, 100% of calls are automatically scored for compliance and quality. Supervisors can then focus manual review on flagged calls and coaching opportunities, dramatically improving coverage.

Key QA metrics for insurance: compliance score (most critical), customer satisfaction, first call resolution, required disclosure completion, objection handling quality, and conversion rate. AgentTech tracks all of these automatically across every call.

Ready for 100% Quality Assurance Coverage?

AI-powered QA on every call. All included at $50/seat.