The contact center quality function is built on a statistica...

The contact center quality function is built on a statistically broken number.

The contact center industry has been reviewing 1 to 3% of calls for quality auditing for as long as I can remember. I never questioned it when I started building in this space. It was just the number everyone used.

At some point I calculated the statistics properly. 
To reach 95% confidence with a reasonable margin of error, you need to sample closer to 37% of interactions.

An agent handling a thousand calls a month gets twenty reviewed under the current standard. If one of those twenty is a bad call, the system reports a 5% failure rate. The actual rate might be 1%. Or it might be 40%. The honest answer is you cannot tell from twenty calls.

The entire compliance framework, the coaching programs, the performance management systems; all of it a pseudo process likely cynically created by industry insiders. The smart ones already know that this is “quality theatre”. The process was probably known to be ineffective even to the people who adopted it, but who felt the need to show clients and others that they were “doing something” about it.

The number became the standard because it was what was economically feasible with humans doing the reviewing.

That feasibility constraint no longer exists. At Yactraq Online Inc. we've been helping companies audit 100% of calls for years now. No need for statistical sampling because we just study the entire population of calls.