Built in Compliance.
Bullet-Proof QA.

 

In regulated industries, poor quality and weak culture can result in costly penalties. 

Even in non-regulated environments, risk management is essential to protecting your brand and bottom line.

Expand your QA footprint and standardize expectations across every process and contact channel.

Consider the Risks of Not Improving

Better Call Center QA can help your company Identify and resolve issues more quickly, amplify the voice of the customer, and overcome the seven common risks of poorly managed quality assurance and customer service efforts.

1. Poor Customer Experiences

Without an effective QA Strategy Agents may provide inconsistent or incorrect information or support leading to dissatisfaction and potentially losing valuable customers.
  • Forbes recently reported that businesses worldwide could lose over $3.7 trillion each year due to poor customer service, with a significant portion of this loss attributed to the US market.
  • A widely cited report by Microsoft states that 61% of customers have stopped doing business with a brand due to a poor customer service experience.
  • Forrester reports that in 2024, US customer experience ratings across service industries have reached a nine-year low primarily due to declining service quality.

2. Compliance Failures

Without proper oversight, contact center agents may purposely or inadvertently violate regulatory requirements, exposing the company to potential fines and legal actions.

  • The Telephone Consumer Protection Act (TCPA) imposes fines of $500 to $1,500 per violation. In a high-profile case, a large bank faced a $75 million settlement for unauthorized calls made by their contact center agents.
  • The Fair Debt Collection Practices Act (FDCPA) can result in fines and settlements. For example, a major financial services company paid $10 million because of violations by contact center agents.
  • For the healthcare industry, violations of the Health Insurance Portability and Accountability Act (HIPAA) can result in fines up to $50,000 per violation.

3. Inefficient Operations

Inconsistent processes and lack of clearly-defined performance standards can lead to wasted time and resources, impacting productivity and profitability.
  • Inefficiencies and poor performance management can lead to higher support costs. A study by ICMI found that reducing handle time by just one second per call can save large contact centers up to $1 million annually.
  • Research by the Harvard Business Review suggests that engaged contact center agents show 22% higher profitability due to their enhanced productivity and commitment to delivering timely and efficient customer service.

4. Lost Revenue Opportunities

Ineffective sales techniques or missed upselling opportunities can result in lost revenue for the company.
  • A case study by McKinsey & Company indicates that optimizing contact center sales techniques and upselling strategies can increase new-customer conversion rates by 20% to 30%.
  • Furthermore, a study by Funnel Strategist finds that success rates improve to 60-70%, when upsells are consistently offered in a confident and compelling manner.
  • According to Forrester, customers are 2.4 times more likely to stick with a brand when their problems are solved quickly.

5. Low Employee Morale

Poor QA practices can severely impact agent morale in several ways. Without regular, constructive feedback and effective coaching, agents often feel neglected and undervalued. This lack of engagement can foster a sense of disconnection and diminish their motivation to perform well.

  • According to multiple sources, the current average annual turnover rate for call center agents is approximately 30% to 45%.
  • A study by Cornell University estimated that turnover costs can range from 25% to 50% of an agent’s annual salary, depending on the level of training and the complexity of the job. For an agent earning $30,000 annually, this would translate to $7,500 to $15,000 per agent.
  • For a call center with 100 agents, a turnover rate of 30%, and an average turnover cost of $10,000 per agent, the annual cost of agent turnover would be at least $300,000,

6. Brand Damage

Negative interactions due to poor quality can tarnish your company’s reputation on social media and deter potential customers from engaging with your brand.

  • According to Reputation X, 85% of consumers will reconsider doing business with a company if their online profile is negative.
  • Positive social media reviews make 74% of consumers trust a business more, according to Brightlocal.
  • A Salesforce report indicates that about 40% of consumers who experience poor service are likely to share their negative experiences on social media.

7. Limited Business Insights

Well-structured contact center quality data can provide actionable business intelligence across customer interactions and workflows. Leaders can leverage this BI to identify and address improvement opportunities.

  • A study by McKinsey highlights that contact centers with strong performance management practices can see quality and productivity gains of up to 20%.
  • According to a, a study by Sprinklr contact centers with well-defined QA metrics, can leverage this business intelligence to promote compliance, boost customer experiences, and improve agent performance across multiple KPIs.

Frequently Asked Questions

What risks does a strong quality assurance strategy help avoid?

Without effective quality assurance, contact centers risk poor customer experiences, compliance failures, inefficient operations, lost revenue, low employee morale, brand damage, and limited business insights. These challenges can lead to high turnover, costly regulatory fines, and reduced profitability.

We provide expert guidance on regulatory requirements such as the TCPA, FDCPA, and HIPAA, ensuring agents adhere to proper protocols. Our solutions include compliance monitoring, process audits, and training programs that minimize legal exposure and protect your business from costly penalties.

Many contact centers lose revenue due to missed upselling and cross-selling opportunities, ineffective sales techniques, and poor service experiences. We help optimize QA processes, train agents on best practices, and implement feedback loops that increase conversion rates and drive higher customer retention.

Low morale leads to higher turnover, disengaged agents, and inconsistent service—creating a ripple effect of risk. We help improve morale through leadership development, structured recognition programs, and communication strategies that keep agents engaged, motivated, and committed to delivering excellent service.

Negative customer interactions can damage your brand’s reputation, leading to poor online reviews, social media complaints, and lost customers. We provide solutions that improve service quality, enhance agent training, and ensure consistent, positive customer interactions that protect your brand’s image.

We analyze your contact center workflows, identify bottlenecks, and implement process improvements that increase efficiency. Whether it’s reducing handle time, improving first-call resolution, or implementing better performance metrics, we help optimize operations to boost productivity and reduce unnecessary costs.

Well-structured QA programs provide valuable data on customer interactions, agent performance, and operational trends. We help contact centers leverage this data to make informed business decisions, improve customer satisfaction, and align strategies with long-term business goals.

We start with a comprehensive risk assessment to evaluate your contact center’s key challenges. From there, we develop a customized action plan focused on compliance, quality assurance, process optimization, and employee engagement.