100% QA is No Longer a Dream: Replacing Manual Sampling with AI

For decades, Quality Assurance (QA) has slowed down contact centers. A supervisor would sit down, randomly choose two or three calls out of hundreds for each agent, and then spend hours listening to them just to complete a scorecard.

The result? Big business decisions are being made using just a tiny 2% slice of the data. That means the hidden 98% is ignored—the calls where compliance slipped, the calls where a sale nearly happened, and the calls where a customer was quietly delighted.

Verbix.AI turns the idea of 100% QA into a daily reality. By automatically reviewing every single call on your Asterisk, Vicidial, or FreePBX server, it removes guesswork and gives you complete visibility into what’s really happening.

The BPO Competitive Edge: Guaranteeing Excellence

If you run a BPO, your clients aren’t just paying for people—they’re paying for reliability. When you can confidently walk into a boardroom and say, “We audit 100% of the interactions we handle for you,” you stop being just a vendor and start becoming a trusted, elite partner.

How Verbix.AI Replaces Manual Sampling:

• Automated Scorecards: Instead of a human checking boxes, Verbix.AI uses your specific criteria to score every call. Did they say the legal disclaimer? Did they ask for the upsell? Was the greeting correct?
• Anomaly Detection: Instead of listening to random calls, your managers only listen to the “outliers.” Verbix flags the top 5% of best calls for training and the bottom 5% for urgent intervention.
• Instant Calibration: Want to change your script? Update the “Requirement” in Verbix, and within minutes, 100% of your calls are being graded against the new standard.

From Compliance to Coaching

100% QA doesn’t just protect you from lawsuits; it builds better humans. When agents know that every call is being analyzed fairly and objectively, the “lottery” feel of QA disappears.

1. Objective Fairness: AI doesn’t have “bad days” or “favorite agents.” The grading is consistent across the entire floor.
2. Trend Mapping: Because Verbix sees 100% of the data, it can identify if an agent’s performance dips at 4:00 PM every day, allowing for targeted breaks or coaching.
3. Real-Time Intervention: If a critical compliance word is missed on an Issabel or FusionPBX line, Verbix can trigger an alert before the day is even over.

100% QA does more than just protect you from legal risk—it helps build better humans. When agents know every call is reviewed in a fair and objective way, the “lottery” feeling of QA disappears.

What Our Operations Managers Say

“We used to have a team of five people doing nothing but listening to calls all day. Now, those five people are high-level coaches. Verbix.AI handles the ‘listening’ for 100% of our calls, and my team only steps in to provide the human touch where the AI flags a need. Our efficiency has tripled.”

— Ricardo G., BPO Operations Director

Ready to hit 100% QA coverage?

Request a Demo of the Automated Scorecard and see how Verbix.AI can provide total visibility for your contact center today.