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Quality Management & Call Recording Insights from UK Contact Centres
A QA‑Focused Extract from ContactBabel’s 2026 UK Decision‑Makers’ Guide
This whitepaper extract shows how UK contact centres are applying QA and interaction recording today, and how these approaches are evolving to support performance improvement and customer experience.
- Call recording is near universal in the UK: 96% use it; 13% are planning an upgrade—often to add AI enabled speech analytics for QA, compliance and insight.
- Cloud has become the default for recording: 82% are cloud based today; only 5% report no plans for cloud.
- 67% record 100% of calls; many now apply situational recording based on call profile (68%), dialled number (40%), or caller ID (28%).
- QA is improving—unevenly. Leaders rate QA highly for inbound calls, but effectiveness lags across email, web chat and social. There’s clear headroom in digital QA.
- Time is the blocker. 90% say they lack time to analyse and act on QA data; 42% call it a major problem—making automation and analytics a priority.
- Analytics changes the curve. Using analytics with recording makes QA “very useful” for 80% (vs 28% without)—shifting QA from sample based to always on.
What’s Inside the UK Contact Centre Quality & Call Recording Whitepaper
UK teams are modernising recording for defensible compliance, faster dispute resolution and coaching that sticks. Yet many still sample only a fraction of interactions or chase insights manually. This extract shows where your peers are today and how to move from “recording for the archive” to interaction intelligence that lifts CSAT and FCR.
- Current and future use of recording by vertical and by operation size
- Cloud vs on‑premises adoption trends
- Situational recording choices and secure storage patterns
- Where QA is effective by channel (and where it isn’t)
- The operational challenges holding teams back and what to fix first
- How analytics accelerates QA and training impact
How Enghouse helps
CxEngage + EnghouseAI builds intelligence into everyday work—transcription, summaries, AI‑assisted QA, VoC insights and agent assist—so managers coach more and trawl less. No AI theatre. No platform sprawl.
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