Why You Should Not be Scoring 100% of Your QA Calls
Thu Jan 08 2026
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Most contact centers still believe scoring more calls means better QA.
It doesn’t.
In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just gives you more work. We talk about where the push for full coverage really comes from. Fear. Compliance pressure. Old spreadsheet thinking. And why that mindset quietly hurts coaching, accuracy, and confidence.
We also cover what the data actually shows, how statistical sampling works in the real world, where AI helps and where it doesn’t, and what QA should really be optimizing for.
If your QA program feels busy but not effective, this episode will make you rethink how many calls you really need to score.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.com
Follow Tom: @tlaird_expivia
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Watch us: Advice from a Call Center Geek Youtube Channel
OttoQA: try.ottoqa.com
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Send us a text Most contact centers still believe scoring more calls means better QA. It doesn’t. In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just gives you more work. We talk about where the push for full coverage really comes from. Fear. Compliance pressure. Old spreadsheet thinking. And why that mindset quietly hurts coaching, accuracy, and confidence. We also cover what the data actually shows, how statistical sampling works in the real world, where AI helps and where it doesn’t, and what QA should really be optimizing for. If your QA program feels busy but not effective, this episode will make you rethink how many calls you really need to score. Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here: expiviadigital.com Follow Tom: @tlaird_expivia Join our Facebook Call Center Community: www.facebook.com/callcentergeek Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/ Follow on TikTok: https://www.tiktok.com/@callcenter_geek Linkedin Group: https://www.linkedin.com/groups/9041993/ Watch us: Advice from a Call Center Geek Youtube Channel OttoQA: try.ottoqa.com Expivia: Expiviausa.com