The Hidden Cost of Untested QA in Financial Services
Manual QA costs contact centers millions a year. A bigger risk comes from scorecards that have never been validated against real customer outcomes. For contact center, QA, and CX leaders at banks, credit unions, and fintechs.
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The Hidden Cost of Untested QA in Financial Services
Manual QA costs contact centers millions a year. A bigger risk comes from scorecards that have never been validated against real customer outcomes. For contact center, QA, and CX leaders at banks, credit unions, and fintechs.
What you'll learn
What manual, low-coverage QA costs a typical mid-market and a large enterprise contact center, and how the estimate is built
Why a well-calibrated scorecard can still measure the wrong things, and why so few have been tested against customer outcomes
What Nubank and KOHO found when they checked their scorecards against what customers actually did
How AI agents raise the stakes, and why they need the same outcome standard as human agents
A repeatable playbook for testing a scorecard, including which regulatory must-haves stay on it
Executive summary
Nearly every contact center has a quality assurance program meant to catch problems before they compound: a scorecard, a sampling process, a calibration routine. Calibration makes sure reviewers score consistently. It doesn't show that the scorecard predicts what customers do, and for most scorecards, that has never been tested.
The part of the cost that can be priced is manual QA. This report estimates it at $1 million to $1.5 million a year for a typical mid-market operation of roughly 250 agents, and $10 million to $15 million for a large enterprise, before compliance failures, lost sales, or churn. The bigger risk is harder to price and doesn't go away when QA is automated: a scorecard nobody has checked against real outcomes.
Read the report
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