See these numbers on your own interactions
We will walk through what full coverage looks like in your operation, using your scorecard.
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How much of your operation goes unaudited?
Answer four questions and see your real audit coverage, what each audited interaction costs today, and how many analysts it would take to reach 99% by hiring. No signup.
Your operation today
Active seats per shift. If you run multiple shifts, add them together.
We estimate 36,635 interactions per month (916 per seat, at 7 min AHT and 75% occupancy).
people dedicated to auditing interactions
AHT, average handle time
min
Your audit coverage
4.1%
Criticalof your operation gets audited. The other 35,142 conversations this month happen with nobody listening: no record, no score, no feedback.
Coverage today4.1%
1,493 of 36,635 interactions audited
Coverage with BRIGGS99%
36,269 of 36,635 interactions audited
What manual monitoring costs today
Quality team payroll$31,000/mo
4 analysts × $7,750 fully loaded
Cost of each audited interaction$20.76
manual model, at 4.1% coverage
Two ways to reach 99%
By hiring$759,500/mo
94 more analysts, for a total of 98 people in quality alone
With BRIGGSno new hires
The operation avoids $728,500/mo in new payroll, and the current team moves to calibrating criteria, reviewing edge cases and coaching. Going from 4.1% to 99% coverage, 24× more than today.
99% agreement with supervisors and human evaluators. Full coverage only counts when the score matches the judgment of the people already auditing in your operation.
How we got to this number
1
Monthly volume
173h × 60 × 75% = 7,785 min per seat
handle time: 7 + 1.5 ACW = 8.5 min
40 seats × 916 = 36,635 interactions
2
What one analyst audits
121h × 60 = 7,260 productive minutes
1 audit: 7 × 2.5 = 17.5 min
7,260 ÷ 17.5 = 415 audits/month
3
Team capacity
4 × 90% availability = 3.6 effective
415 × 3.6
1,493 interactions audited/month
4
Your coverage
1,493 ÷ 36,635 = 4.1%
4.1% coverage, 35,142 interactions unaudited
5
Cost of each audit
$7,750 × 4 = $31,000/mo payroll
$31,000 ÷ 1,493 audited
$20.76 per audited interaction
6
To reach 99%
36,635 × 99% = 36,269 audits
÷ (415 × 90%) = 98 analysts
94 more to hire, $759,500/mo in payroll
Analyst cost is anchored in BLS Employer Costs for Employee Compensation (March 2026), where wages are 69.9% of total employer cost in private industry. Every assumption is editable in the panel to the left.
In healthcare, an un-audited interaction is an interaction without a record. HIPAA obligations around protected health information apply to what your agents say on every call, and "we do not review those" is not a defense when someone asks.
Estimate based on market averages and the assumptions above, which you can adjust. Not a substitute for an analysis of your operation.
What a quality analyst actually costs
The salary in the job posting is not the cost of the role. Wages account for 69.9% of total employer compensation cost in private industry; insurance, paid leave and legally required benefits make up the rest.
| Role | Base pay | Employer cost |
|---|---|---|
Call center quality analyst Sources cluster between $64,649 and $71,279 depending on title. | $65,000 | $93,000 |
QA specialist / senior analyst Calibration and reporting duties, 75th percentile of the range. | $71,000 – $83,000 | $102,000 – $119,000 |
Quality manager Owns the program and the scorecard across the operation. | $85,000 – $98,500 | $122,000 – $141,000 |
Base pay ranges compiled from ZipRecruiter, Glassdoor and Salary.com (2026). Employer cost derived from the BLS Employer Costs for Employee Compensation release, March 2026.
Questions about the method
How is the employer cost calculated?
Base pay divided by 0.699. The Bureau of Labor Statistics reports that wages and salaries account for 69.9% of total employer compensation costs in private industry, with benefits making up the remaining 30.1% (Employer Costs for Employee Compensation, March 2026). A $65,000 salary therefore costs roughly $93,000 a year once insurance, paid leave and legally required benefits are included.
Why assume auditing takes 2.5× the interaction length?
Because auditing is not passive listening. The analyst replays segments, completes the scorecard criterion by criterion, writes the justification and logs the result. A 7-minute call takes roughly 17 minutes to audit properly. Every assumption in the calculator is editable if your numbers differ.
Why only 121 productive hours out of a 173-hour month?
The remaining hours go to calibration sessions with the team, feedback meetings with agents, quality reviews and reporting. That time is part of the job, not slack. Dimensioning a team on the full schedule inflates capacity by more than 40% and produces targets that never close.
Is there a coverage percentage required by regulation?
No US regulation sets a minimum sampling rate for contact center quality monitoring. What exists is sector obligation around evidence and conduct: CFPB and FDCPA in collections and lending, HIPAA in healthcare, TCPA in outbound. In each case the exposure is the same shape: an interaction nobody reviewed is an interaction you cannot account for.
Does the cost per audited interaction fall as the team grows?
No, and that is the finding most people are surprised by. Manual auditing has no economies of scale: every additional audit requires an additional person-hour in the same ratio. Run the calculator with 4 analysts and then with 90 and you will see an identical unit cost, with payroll multiplied more than twentyfold.
Prefer to read first? How quality monitoring works with full coverage