Case Study: a connected operations platform company achieves 2% agent error rates with Helpware’s QA automation and offshore support model

Connected Operations Platform Company cuts agent errors to 2% with Helpware

The customer, a connected operations platform company, faced challenges with content security and rapid scaling. As their user base grew, they needed to quickly expand their team of agents to review user-generated content without increasing error rates or service delays. They partnered with Helpware to provide a dedicated content security team and manage this expansion.

Helpware implemented a dual-site solution in Mexico and the Philippines to provide 24/7 coverage. They introduced quality assurance automation, an error rate dashboard, and realigned KPIs with the client. This strategy allowed Helpware to dramatically lower the agent error rate to just 2%, significantly beating the original target. The solution also reduced attrition and overhead costs for the client.