The processes that most businesses follow for traditional manual quality assurance are slow and inefficient, and at the end of the day, they only capture a small fraction of all customer interactions.

Needless to say, the traditional QA process is inconsistent, allowing many interactions to fall through the cracks. When problems get missed, there’s a greater chance that agent performance issues, problems with compliance, or an overall trend of displeased customers might be going overlooked. By automating the QA process, companies can create a more streamlined workflow that catches the small issues before they grow out of control.