Transforming Contact Center Economics: How Omilia’s Workforce AI Slashes Costs and Inefficiency

Claudio Rodrigues, Chief Product Officer

5 June 2025

Traditional contact centers operate under a paradox: they must balance escalating customer expectations with relentless cost pressures.

Yet, most rely on outdated quality assurance (QA) methods that analyze just 1-2% of interactions, leaving critical insights buried in untouched data.

Omilia’s Workforce AI™ shatters this inefficiency, offering a transformative solution that automates QA, slashes operational costs, and elevates customer satisfaction through data-driven precision.

The Hidden Costs of Manual Quality Assurance

Manual QA processes are unsustainable in modern contact centers.
Human evaluators score a fraction of calls at $7 to $9.50 per evaluation, while calibration sessions that are meant to align subjective scoring across teams add another $10,000-$15,000 annually per team.

These costs compound rapidly:

Limited Coverage: Scoring 1-2% of calls misses 98% of customer interactions, obscuring systemic issues.
Inconsistent Feedback: Subjective scoring delays agent coaching, slowing performance improvements.
Operational Drag: QA analysts spend hours calibrating instead of addressing root causes, creating a $96 opportunity cost per session.

For a 3,000 agent contact center, these inefficiencies balloon into millions wasted annually.

From Cost Center to Profit Driver

Omilia Workforce AI leverages generative AI to analyze 100% of interactions, providing real-time, objective insights. Its impact on KPIs redefines contact center economics.

1. Quality Score Coverage

Traditional Norm: 1-2% of calls scored manually.
With Workforce AI: 100% automated scoring.
Impact: Identifies compliance risks, script deviations, and training gaps across all interactions, reducing customer churn and regulatory penalties.

2. Calibration Costs

Traditional Norm: $10,000-$15,000 per year per team for alignment sessions.
With Workforce AI: 60-70% reduction in calibration needs.
Impact: A 250-person enterprise team saves $2.5M-$3.75M annually while still maintaining scoring consistency.

3. Feedback Loop Speed

Traditional Norm: Days or weeks to deliver agent feedback.
With Workforce AI: Near real-time coaching alerts.
Impact: One telecom provider reduced average handle time by 22% within three months using instant feedback.

4. First Call Resolution (FCR)

Traditional Norm: Incremental gains from limited data.
With Workforce AI: 10-20% FCR improvement via root-cause analysis of 100% of failed interactions.
Impact: A 5% FCR boost in a 10M-call per year contact center saves approximately $3.75M (assuming $7.50 average cost per call).

Building the Business Case

Workforce AI’s return on investment scales powerfully across any sized contact center.

Small Contact Center (100 Agents)

Manual QA Costs: $7,000 per month (1% coverage) + $10,000 per year calibration costs.
Workforce AI Savings: $84,000 per year in QA labor + $7,000 calibration reduction.
Outcome: 96% cost reduction, 100% of calls analyzed plus CSAT improvements from proactive issue resolution.

Mid-Sized Contact Center (500 Agents)

Manual QA Costs: $40,000 per month + $40,000 per year calibration costs.
Workforce AI Savings: $480,000 per year direct costs + $28,000 saved on calibration.
Outcome: $500K+ annual savings funds CX innovation, while FCR gains reduce repeat calls by 15%.

Enterprise Contact Center (3,000 Agents)

Manual QA Costs: $270,000 per month + $200,000 per year calibration costs.
Workforce AI Savings: $3.24M per year + $140,000 calibration savings.
Outcome: $4M+ reinvested into AI-driven customer journeys, with compliance risks preempted across 100% of calls.

Beyond Cost: The Customer Experience Dividend

Workforce AI’s value extends beyond balance sheets. A North American telco using automated QA achieved 96% coverage of calls analyzed (up from 1%) and $4M in supervisor savings while boosting CSAT by 18%. By analyzing sentiment and script adherence in real time, Workforce AI turns every interaction into a loyalty-building opportunity.

Omilia’s Workforce AI doesn’t just cut costs, it reallocates resources to where they matter most: customer retention and growth. Contact centers that adopt Omilia Workforce AI gain a dual advantage: double-digit cost reductions and measurable satisfaction gains.

In an era where 64% of customers switch brands after one poor experience, Workforce AI is the strategic edge that turns contact centers from cost centers into profit engines. The question isn’t whether to automate QA, but how quickly your competitors will do it first.