Case Study: Bill Gosling Outsourcing achieves 3-4x faster call reviews and 100% call compliance with Prodigal Technologies Inc (ProInsight)

Bill Gosling Outsourcing completes call reviews 3-4X faster

Bill Gosling Outsourcing, a global customer support provider with more than 5,300 employees, faced a segmented, time-consuming QA process with manual reporting, scorecards, and remediation that made locating and scoring calls slow and inconsistent. To address this, they turned to Prodigal Technologies Inc and deployed ProInsight, an AI-powered call analyzer, to automate and centralize their QA workflow.

Prodigal Technologies Inc fine-tuned ProInsight to local regulatory requirements and rolled out 100% call coverage with automatic flagging and jump-to-key-event review, cutting the average review workflow from 15–20 minutes to about 5 minutes for short calls. The results: 3–4x faster call reviews, 100% call compliance coverage, and a 25% reduction in QA headcount while preserving coaching opportunities and improving risk mitigation.

Bill Gosling Outsourcing

Amanda Faris

Director of Compliance