In this article, we’re going to discuss:

• Why most contact centers only review 3% of calls—and what that means for quality and performance.
• How deeper visibility into screen activity, hold times, and tool usage transforms coaching.
• The real business impact of scaling QA, from lower abandonment to higher agent retention.
• The call center monitoring tools Insightful has launched to help teams evaluate smarter and improve faster.

Most contact centers are flying blind, reviewing less than 3% of customer interactions. That means missed red flags, inconsistent coaching, and no real way to prove if quality is improving.

Managers spend their days chasing fragments, agents get feedback too late—or not at all, and customers feel the cracks.

Insightful’s new contact center quality monitoring software doesn’t patch over the problem—it replaces the broken process entirely. Built for modern contact centers, it brings full-context call reviews, real-time coverage tracking, and coaching-ready insights into one system that actually scales. 

No more spreadsheets. No more guesswork. Just clarity, coverage, and control.
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The Tools Contact Centers Needed All Along

Traditional QA tools only show part of the picture. You might know what was said on a call, but not what the agent was doing behind the scenes, what tools they were using, or where the experience broke down.

Insightful’s QA call center time tracking software gives you everything in one place: scorecards, full-context recordings, activity tracking, and coaching-ready insights.
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Create Custom Scorecards for IQS

Insightful’s QM includes a built-in scorecard system that lets you create and edit evaluation forms tailored to your contact center workflows. These forms can include multiple questions that reviewers answer while evaluating each call, covering key performance areas relevant to your team.

Every completed scorecard generates an Internal Quality Score (IQS), giving you a structured, consistent way to assess agent performance across evaluated calls.

It’s a faster, more scalable approach to quality management that helps teams standardize feedback and build stronger coaching programs.
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Track Review Progress & QA Coverage

Quality assurance is hard to scale if you don’t know what’s been reviewed or what’s slipping through the cracks. That’s why Insightful’s QM includes a centralized Evaluation Page where managers can easily track the status of all customer interactions under review.

You’ll see which calls have been reviewed, which are still in progress, and which haven’t been touched. Key QA metrics—like average handle time, total calls, completed reviews, and overall coverage—are all right there.

This gives QA leads and supervisors a clear view of workload, progress, and gaps, making it easier to prioritize reviews, manage capacity, and maintain consistent coverage without relying on spreadsheets or status check-ins.
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Evaluate with Full Context

A phone call doesn’t tell the whole story. With Insightful’s QM, every interaction includes a complete record of what happened on-screen while the call was taking place, so evaluations aren’t based on voice alone.

On each individual segment page, managers can view the call’s screen recording, paired with audio when available. They’ll also see detailed activity logs: what apps and websites the agent used, which parts of the call were handled by which team member, how long each segment lasted, whether there was hold time, and for how long.

For example, instead of just hearing an agent pause mid-call, a manager might see that the agent was toggling between multiple systems to resolve an issue, adding crucial context to what might otherwise look like dead air. That same view might reveal the agent opened the wrong CRM tab or spent too long on unrelated websites, turning a vague coaching moment into a clear, specific one.

Instead of reviewing in isolation, QA managers can assess performance with the full picture in front of them. That means better coaching, fairer scoring, and fewer missed insights.
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Highlight & Share Moments That Matter

Not every coaching session needs a full call review. With Insightful’s QM, managers can highlight specific moments from call recordings—whether it’s a great customer handoff, a compliance miss, or an example of clear communication—and share them with team leads or agents for faster, more focused feedback.

Say a manager spots an agent calmly defusing a frustrated caller. Instead of flagging the full recording, they highlight the 30-second clip and share it with the team as a model for best practice. On the flip side, if there’s a mishandled data request, they can isolate that moment and use it to reinforce compliance in the next training session.

This makes performance reviews and training sessions more efficient and actionable. Instead of rewatching entire conversations, teams can zero in on what actually matters—one clip at a time.
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Prioritize Calls with Smart Routing

Manually deciding which calls to review wastes time and can introduce bias. Insightful’s QM solves this with Smart Call Prioritization—a round-robin system that automatically distributes calls and segments for evaluation.

For example, instead of one manager reviewing only short or easy calls, the system assigns a balanced mix of conversations, ensuring tougher interactions aren’t overlooked. It’s a more consistent, unbiased way to spread the workload and maintain fair, broad coverage across agents and teams.

This ensures a fairer review process and helps QA teams stay on track without getting buried in backlogs or cherry-picking the easiest conversations. Everyone sees what they need to see, when they need to see it—no manual sorting required.
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Correlate Activity with Call Outcomes

Great QA isn’t just about what agents say but also what they do behind the scenes. Insightful’s Background Activities feature gives managers visibility into which apps and websites were used during a call, and ties that data directly to the interaction.

Let’s say a customer asks for an account update, but the resolution stalls. With Background Activities, a manager can see that the agent opened the wrong CRM tab or never accessed it at all. That insight turns a vague performance issue into a clear, coachable moment.

By tracking predefined tools related to specific projects or workflows, teams can understand how agent behavior aligns with outcomes. Did the agent pull up the right system? Were they multitasking with unrelated tabs? This context turns vague impressions into concrete coaching moments.
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Designed for How Contact Centers Work

Insightful’s QM is purpose-built for high-volume, high-pressure contact center environments. It brings structure, context, and scale to your QA process—without adding more complexity.

Whether you’re tracking QA across dozens of agents or hundreds, everything is designed to fit the way contact center teams actually work. The setup is simple, the tools are flexible, and the system supports teams right out of the box.
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Real Coaching Starts with Real Visibility

You can’t coach what you can’t see. Most QA processes only capture fragments of an interaction—a snippet of conversation, a static score, a vague impression. Insightful’s QM changes that.

Now, managers can evaluate calls with full context: what was said, what the agent was doing on-screen, what tools they used, and how long each part of the call lasted. Combine that with custom scorecards, shared highlights, and structured metrics like IQS, and coaching stops being subjective.

It becomes a system. One that helps agents improve faster, managers focus on what matters, and customers get the consistent service they deserve.
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Impact You Can Measure

Insightful’s contact center clients are already seeing what happens when you scale quality the right way. With better visibility, smarter reviews, and more focused coaching, teams are making real progress on the metrics that matter.

After implementing Insightful, contact centers reported:
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• A 78% improvement in call abandonment rates
  
  
• A 30% increase in employee engagement
  
  
• A 27% reduction in agent turnover
  
  

That’s what happens when quality management becomes proactive, data-backed, and fully integrated into the day-to-day.
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See What 99% QA Coverage Looks Like

Most contact centers are still working with just a sliver of QA visibility. Insightful brings deeper insights, smarter coaching tools, and scalable evaluations into a single, integrated system.

If you’re ready to move beyond the 3%, this is how.

Start your 7-day free trial to explore what’s possible with Insightful—and talk to our team about unlocking Quality Management for your contact center.

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