How a Major Telecom Company Enhanced Quality Monitoring with AI

Summary:

• Over 90% Reduction in Quality Assurance Costs

• Quality Assurance Accuracy Surpassed Human Review Accuracy

• Full Compliance Tracking at Scale

• Faster, More Targeted Agent Training and Coaching

• Actionable Insights into Customer Sentiment and Call Trends

Challenges:

The company relied on 120 full-time employees to manually review and score a small sample of randomly selected customer service calls for quality and compliance. This process was not only expensive, but also inconsistent and prone to bias—especially with high employee turnover leading to varied and subjective call assessments. The data gathered was often skewed, as agents would sometimes select extreme examples (either highly successful or problematic calls), which failed to reflect true performance trends. The company needed a more scalable, consistent, and insightful solution that could unlock broader business value.

Solution:

The global telecom provider partnered with ChatrHub to implement its AI-driven Quality Assurance solution. With ChatrHub, they reduced their QA team from 120 reviewers to just 3 analysts. The platform enabled automatic analysis of 100% of customer interactions in real-time, ensuring no call went unreviewed and dramatically improved accuracy and consistency across compliance tracking.

Beyond streamlining QA, ChatrHub empowered the company with actionable insights—identifying compliance violations such as excessive hold times, failure to authenticate, or missing required disclosures. It also surfaced deeper trends in agent behavior, such as offer effectiveness, resolution rates, customer sentiment, and the balance between sales and service conversations. These insights helped leadership make smarter business decisions and tailor training efforts precisely where needed.

Results:

By utilizing ChatrHub, the company achieved:

• Over 90% reduction in Quality Assurance costs

• Improved accuracy and consistency in compliance monitoring

• 100% of calls analyzed, eliminating sampling bias

• Identified sales and marketing insights to improve performance

• Deeper insights into customer sentiment and sales effectiveness

• Accelerated, data-driven agent training and coaching

Conclusion:

ChatrHub didn’t just replace a manual process—it redefined what quality assurance could be. By leveraging AI to analyze every call, the telecom company eliminated blind spots, reduced costs, and gained unprecedented clarity into agent performance and customer experiences. Compliance became easier to manage, training became more targeted, and strategic decisions were backed by real data. For businesses looking to do more with less while getting a fuller picture of their operations, ChatrHub offers a smarter, scalable path forward.

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