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The 2% Problem: Why QA Reviews Only a Slice of Calls
The 2% problem: why most companies only ever hear a fraction of their customer calls—and how to review for estimation vs retrieval.
You review 20 calls out of 1,000. The contact center QA scorecard looks healthy. Monday still starts with complaints—bad transfers, missed follow-ups, and customers who had to call back twice. The gap between the scorecard and customer expe…تابع القراءة — The 2% Problem: Why QA Reviews Only a Slice of Calls
