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Quality Management & Call Recording Insights from US Contact Centers
A QA‑Focused Extract from ContactBabel’s 2026 US Decision‑Makers’ Guide
This whitepaper extract shows how US contact centers are applying QA and interaction recording today, and how these approaches are evolving to support performance improvement and customer experience.
- Call recording is effectively standard in the US: 96% of respondents use it; 19% want to replace or upgrade, most want to add AI-enabled speech analytics.
- Cloud is the dominant recording deployment model: 89% of users have cloud-based recording, all the rest plan to move within two years.
- Full-call recording is common, but selective recording is also well established: 72% record all calls, while 28% record only part of overall voice interactions.
- QA is stronger for voice than for digital channels: 40% find it very effective for inbound voice. QA on digital channels lags, however, for example only 15% of email users rate their QA as effective.
- Time remains the biggest obstacle to effective QA: 73% lack time to analyse and use QA data, and 38% find this a major problem, highlighting a strong need for automation and scale.
- AI analytics is the biggest game changer in CX quality management: this shifts QA assessments from sampling to 100% coverage so analysts can confidently focus coaching where it matters most.
What’s Inside the US Contact Center Quality & Call Recording Whitepaper
US teams are modernizing 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
A CxEngage + EnghouseAI solution 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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