Beyond the 5%: Transforming Call Centres with Vela
Did you know traditional Quality Assurance only evaluates 3–5% of customer interactions? That means the vast majority of your calls go unchecked, meaning critical opportunities for coaching, compliance breaches, and inconsistent service delivery are routinely missed. This lack of visibility creates severe pain points for contact centres: inconsistent compliance, due to spot-checking; subjective scoring, tied […]