Case Study: ERC achieves 100% call coverage and 87% QA efficiency increase with Observe.AI

ERC - Customer Case Study

ERC, an international BPO and account-recovery provider serving Fortune 500 clients, faced low QA coverage (only 2–4% of calls reviewed), untargeted training, and reactive compliance monitoring across thousands of agents. To address these challenges, ERC partnered with Observe.AI and deployed Observe.AI’s Voice AI Platform to gain full visibility into voice interactions and enable targeted, near‑real‑time coaching.

Using Observe.AI, ERC moved to 100% call monitoring with best‑in‑class transcription and speech analytics, enabling tailored coaching and proactive compliance (including encryption and redaction). Within four weeks ERC reported an 87% increase in QA efficiency, 100% of calls monitored (up from ~2%), and a 20% reduction in agent onboarding time, driving faster training, improved customer experience, and stronger compliance coverage.

ERC

Marty Sarim

President & Chief Executive Officer