Traditional Quality Assurance (QA) methods in Emergency Communication Centers (ECCs), which evaluate only 1-5% of calls, are statistically insufficient to provide meaningful insights across the diverse types of incidents managed daily. The whitepaper explores why embracing High-Volume QA, enabled by advanced AI-driven tools like CommsCoach is critical for modern ECC operations. By reviewing nearly all calls and radio transmissions, ECCs can significantly improve accuracy in performance evaluations, effectively identify systemic trends, and shift QA from a reactive and often punitive task into a proactive platform for professional development, growth, and retention. Drawing parallels from other high-stakes fields such as aviation, healthcare, and law enforcement, the paper underscores that High-Volume QA is not only feasible but essential, allowing supervisors to deliver fair, actionable feedback, driving operational excellence, and ultimately ensuring better community outcomes through informed, consistent, and accountable emergency communications.

Download the paper here: PAPER