Case Study: EmployBridge achieves 100% call coverage and 10x more QA feedback with Observe.AI

EmployBridge - Customer Case Study

EmployBridge, which places 400,000 associates annually across 12,000+ companies, needed better visibility into roughly 4 million voice calls a year to improve coordinator performance and hiring outcomes. Their QA was subjective and limited—analysts reviewed just 2–4 calls per agent per month—and they struggled to uncover hidden inefficiencies and accelerate training. To solve this, EmployBridge partnered with Observe.AI, using its Voice AI analytics and next‑generation quality management.

Observe.AI delivered 100% call coverage and unsupervised insights that enabled tailored, agent-driven coaching and strategic QA changes. The platform increased feedback volume 10x, boosted QA efficiency by 86%, freed analyst bandwidth for higher‑value work, and uncovered a “calendar full” issue that led to an estimated 1,875 additional workers placed each week once fixed. Observe.AI’s analytics turned call data into measurable performance and operational gains.

EmployBridge

Dale Sturgill

Vice President of Call Center Operation