The problem
Eight hundred agents, thousands of calls a day — and a QA team physically able to listen to about one call in fifty. Coaching feedback arrived weeks late. Then a client found a compliance problem in the 98% nobody had heard, and "sampling" stopped being an acceptable answer.
What we set up
No automation, no customer-facing change — just ears:
- AI scoring on every call, against the centre's own quality scorecard.
- Compliance and escalation flags in real time, during the shift, not after the client complains.
- A coaching summary per agent, per shift — so team leads coach from data, not random samples.
What changed
The QA team stopped listening to random calls and started working a queue of flagged exceptions and pattern reports. Compliance issues surfaced the day they happened. And at week 8 — the decision gate agreed before the project started — the numbers were strong enough that the centre approved phase two: letting AI handle the routine calls it had now heard a million of.