Majority of Organizations Fail to Evaluate Over 90% of Operator Interactions: 'Contact Center Quality Management White Paper 2026' Published

Flyle Inc. (Headquarters: Minato-ku, Tokyo; CEO: Yuichi Takabe), developer of the VOC analysis and service quality improvement platform 'Flyle,' released its 'Contact Center Quality Management White Paper 2026' in April 2026. The 34-page report summarizes a survey conducted among 230 contact center leaders and management executives.

Background: Quality Management is a Strategic Priority, But Evaluation is Lagging

Contact center service quality is a critical business theme impacting customer satisfaction. The survey revealed the negative consequences of delayed quality improvements: increased complaints/escalations (55.2%), lower productivity (40.9%), and increased staff burden/turnover risk (31.3%). These issues are directly linked to core operations: CX, cost efficiency, and talent management.

However, due to limited resources and time, current evaluation volumes are insufficient. More than 60% of respondents stated they evaluate less than 10% of their total monthly interactions. In other words, for the majority of organizations, over 90% of interactions remain unevaluated. This gap risks missing warning signs for complaints, compliance issues, and missed opportunities for service improvement and CX enhancement.

Objectives: Visualizing the Reality of Management and Frontline Barriers

This survey was conducted to quantitatively grasp the actual state of quality management from a frontline perspective. It targeted 230 managers, supervisors, and team leaders across customer support departments to clarify:

- The current state of monitoring and the biggest challenges faced. - Reality of KPI setting, utilization, and root cause analysis. - Effective measures and barriers to quality improvement. - Current progress and barriers to AI adoption. - Strategic focus areas for the next 1–2 years.

About Flyle

'Flyle' is an AI transformation partner for contact centers and CX. The platform autonomously aggregates and analyzes customer touchpoint data, such as call logs and surveys, providing VOC analysis, quality improvement, ACW reduction, and risk detection. With enterprise-grade security including ISO/IEC 27001:2022 and personal information masking, it delivers high analysis precision based on company-specific context. Flyle provides both product and expert team support to evolve contact centers into strategic hubs for enterprise-wide customer experience.