Dublin, December 11, 2025 – Scorebuddy, the AI-powered quality assurance platform for contact centers, today announced the findings of its new industry report What Contact Centers Are Doing Right Now, created in partnership with Call Centre Helper.
The 2025 data reveals that manual QA sampling is no longer sustainable, spreadsheet-based processes are falling out of favor, and leaders are accelerating their move toward automated and insight-driven QA to improve consistency, scale and customer experience.
Drawing on fresh global research, the report shows how rising customer expectations and multichannel complexity are driving organizations to rethink traditional QA approaches. Appetite for AI-powered and real-time QA continues to grow, with 44 percent of contact centers expressing strong interest in automated or real-time scoring.
Reliance on spreadsheets has decreased from 65 percent to 55 percent year on year. This decline highlights a wider move away from fragmented legacy systems that limit visibility and slow down decision-making.
The findings also point to the ongoing barriers that slow adoption of modern QA. These include:
According to the report, contact centers want greater automation, but they also want accuracy, transparency and consistent governance.
Scorebuddy’s AI Auto Scoring, conversation analytics, and integrated coaching allow teams to review up to 100 percent of interactions, reduce manual QA workload by more than 60 percent, and transform quality assurance into a driver of concrete business outcomes, including higher customer satisfaction, stronger compliance and more efficient handling times.
“Contact centers understand that quality can no longer rely on small samples or spreadsheets. This report shows clear momentum toward automation and a real need for accuracy and trust in AI. It confirms what we have been seeing across our own customer base, where leaders are using AI to extend coverage and uncover issues they could not see before. Through our partnership with Call Centre Helper, this report gives the industry an honest view of where QA stands in 2025.
At Scorebuddy, we believe AI and human expertise should work together. AI provides scale and pattern recognition while people bring judgment and empathy. This combination is what will define the future of quality assurance.” – Derek Corcoran, CEO and Founder, Scorebuddy
Download the full report to explore the findings and see how contact centers are adopting AI-powered QA to increase QA coverage, reduce time spent on manual reviews and lift customer satisfaction scores.
About Scorebuddy
Scorebuddy is an AI-powered contact center quality assurance platform that empowers organizations to QA up to 100 percent of conversations and get full visibility into the customer experience.
Built for modern QA teams, Scorebuddy combines AI Auto Scoring, integrated coaching tools, and conversation analytics to move quality from a cost center to a growth driver.
Trusted by over 300 contact centers worldwide and recognized as a G2 Leader for three consecutive years, Scorebuddy delivers accurate, scalable, and configurable QA with strong governance and enterprise-grade security.
Learn more at www.scorebuddyqa.com.