Case Study: a large BPO company achieves 77% QA efficiency gains with Observe.AI

BPO Company Transforms Its Contact Center Operations, Achieving 77% Efficiency Gains

Observe.AI worked with a large BPO company in Toronto that provides outsourced customer support across North America. The company wanted to move away from a manual QA process and gain better visibility into customer conversations so it could improve compliance, increase agent efficiency, and scale quality assurance across its 3,000+ agent operation.

Using Observe.AI’s conversation intelligence and Auto QA capabilities, the BPO automated most of its evaluation workflow and designed moments to monitor key behaviors such as call disclosure scripting. As a result, it improved compliance by 40%, cut QA evaluation time from 30 minutes to an average of 6:48, and achieved a 77% efficiency gain, saving supervisors 68 hours per month for coaching, strategy, and other higher-value work.