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Case Study: Automating QA & Compliance for a Telecom Enterprise

  • Writer: ChatrHub
    ChatrHub
  • Sep 25
  • 2 min read

Summary:

  • 95%+ accuracy — AI outperformed outsourced teams

  • 100% call coverage — no blind spots

  • Headcount drop — 800+ down to under 30

  • Faster feedback — hours, not weeks

A leading telecom company with over 20,000 agents faced the monumental challenge of ensuring quality and compliance across millions of customer interactions. Historically, they relied on an outsourced QA workforce of more than 800 employees, yet still struggled with coverage, consistency, and actionable feedback.


By adopting ChatrHub’s AI-powered QA and compliance automation, the company achieved >95% accuracy in scoring and compliance detection—surpassing the accuracy of their outsourced teams—while reducing QA headcount to fewer than 30 specialists.


Challenges Before AI

  • Limited coverage: Only ~2–3% of calls were reviewed manually, leaving compliance risks unchecked.

  • Inconsistent evaluations: Human scoring varied across regions, vendors, and individual QA staff.

  • Slow feedback loop: Agents often waited weeks to receive feedback on performance.

  • High operational cost: 800+ QA staff required to maintain partial coverage.


Automating QA & Compliance for a Telecom Enterprise with ChatrHub

Solution: AI-Powered QA & Compliance Automation

ChatrHub implemented an end-to-end automated QA platform, transforming the way the telecom company measured, enforced, and improved performance:


  1. Every Call, Every Agent

    • AI automatically scores 100% of calls with >95% accuracy.

    • Ensures compliance consistency across all regions and vendors.

  2. Smart Categorization

    • AI classifies call types (e.g., billing, cancellations, technical issues).

    • Identifies areas where agents struggle most and flags coaching opportunities.

  3. Full Agent View

    • Dashboards consolidate performance across all calls and KPIs.

    • Coaches see a complete picture of each agent instead of isolated samples.

  4. Automated Feedback

    • Agents and coaches receive real-time, call-level feedback.

    • Highlights what agents are doing well and specific areas needing improvement.

  5. GenAI Performance Insights

    • AI distills complex data into KPI-driven recommendations for both agents and coaches.

    • Coaches can spend more time coaching, while agents spend more time serving customers.

  6. Real-Time Dashboards & Call Summaries

    • Executive dashboards track compliance, customer experience, and performance trends.

    • Managers can drill into any call with summaries and direct links for context.


Results:

  • 95%+ accuracy in QA scoring (higher than outsourced human teams).

  • Headcount reduction: QA staff reduced from 800+ to under 30.

  • 100% call coverage, eliminating compliance blind spots.

  • Faster feedback loops—agents receive coaching within hours, not weeks.

  • Improved coaching efficiency: Coaches empowered with actionable insights, freeing time for high-value training.

  • Scalable & consistent QA across 20,000+ agents worldwide.


Key Takeaway:

By leveraging AI-driven QA and compliance automation, this telecom enterprise not only cut costs drastically but also achieved higher accuracy, consistency, and agent performance than ever possible with manual teams.

ChatrHub’s platform turned quality assurance from a bottleneck into a strategic advantage, unlocking new levels of compliance confidence and agent productivity.


Cut costs, boost accuracy, and cover every call




 
 
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