Most contact centres review 2 to 5% of calls manually. The other 95 to 98% are never heard by a QA team. AI QA automation does not replace your QA team — it gives them the coverage they were never able to achieve manually.
A common concern about call QA automation is that it will replace human QA analysts and managers. It does not — and should not. Here is what automation handles and what still needs a human:
Automated QA frees your QA team from spending 80% of their time listening to audio and writing scores — so they can spend that time on the coaching and improvement work that actually changes behaviour.
Quantify: how many calls per day, how many are manually reviewed, what is the current QA team capacity, what is the coverage gap. This sets the baseline to measure improvement against.
List the compliance elements, risk phrases, and quality criteria the AI should check on every call. These become your automated scoring dimensions — start with 5 to 8, not 40.
Upload 50 to 100 calls to Bolo Aur Likho. Compare AI-generated quality flags to manual review of the same calls. Calibrate your expectations — and identify any patterns the AI is over or under-flagging.
As AI handles coverage, your QA team shifts from reviewing to: investigating AI-flagged high-risk calls, coaching on patterns, running calibration sessions, and managing dispute resolution. This is higher-value work.
Track: compliance violation rate (are flagged issues declining?), agent QA scores (are they improving?), complaint rate (are regulatory incidents declining?). Iterate the AI criteria if patterns emerge that are not being caught.
A QA analyst who reviews 6 calls per hour, working 8 hours per day, reviews 48 calls. If your team makes 1,000 calls per day, one analyst covers 4.8% — just above the industry average manual coverage rate.
If 5% of calls contain a compliance gap, approximately 47.6 non-reviewed calls per day carry an undetected risk. At a conservative Rs 50,000 average complaint cost, that is a potential Rs 23.8 lakh per day in undetected liability.
AI automation does not cost Rs 23.8 lakh per day. The ROI case for 100% coverage is straightforward in any regulated industry.
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