AI-Enabled Quality Assurance Case Study

Automating QA: Leveraging AI to Elevate Customer Service Standards

↑5%

Quality Scores

Overall quality scores increased from 86% to 91% within 1 month of implementing CallFinder.

100%

Calls Reviewed

Automated review of 100% of calls provides comprehensive data and trend insights that empower contact center teams.

↓ 5%

Agent Attrition

Decreased agent attrition rates each month by 5% leading to stronger agent teams.

Enhancing CX via Key Partnerships

Working Solutions, a recognized leader in scalable, on-demand contact center services, excels in blending artificial intelligence for routine tasks with intelligent agents to tackle complex issues, ensuring top-notch customer experiences. By leveraging strategic partnerships, we provide best-in-class support outsourcing, highlighted by our collaboration with CallFinder, an AI-enabled quality assurance provider. 

Want to learn more about Working Solutions' move to automated and AI-enabled quality assurance? Sign up for immediate access to view our recent webinar with CallFinder.

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The Issue

Manual quality assurance (QA) call reviews and scoring are inefficient because supervisor and quality teams can only review 1-2% of monthly calls and interactions. This means 98-99% of valuable interaction data is missed, making it hard to coach effectively without enough information on habits, trends, and behaviors. The manual QA process is slow, random, and prone to biases, leading to unreliable and delayed feedback on call trends.

The Solution

Working Solutions partnered with a leading AI-Enabled Quality Assurance platform to transition from manual QA processes to automated call reviews with AI, bringing transformative benefits. By leveraging technology, our contact center leaders gain access to comprehensive data and trend insights at their fingertips. Automated quality assurance replicates Working Solutions' scorecards within the AI model and provides valuable insights, enabling operations to set rules for identifying specific issues. This streamlines call reviews and QA processes, empowering us to use data-driven insights to coach agents effectively and enhance the customer experience. Our quality forms are calibrated and automated, yet remain customizable to meet each client's specific quality needs and requirements.

Working Solution Agent Smiling at while working on computer

Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

The Impact

Since transitioning to an automated QA process, Working Solutions has experienced significant positive impacts. Automation has streamlined the QA process, reducing tasks from hours to minutes and enabling trend identification before issues escalate. This efficiency has led to a 5% monthly improvement in agent attrition and enhanced workforce management capabilities, allowing quick identification of call drivers and staffing adjustments for volume spikes. Automation has led to cost reductions and enabled resource reallocation to more strategic tasks, enhancing productivity. Leveraging vendor partners, we review and analyze 100% of interactions, providing comprehensive data and trend insights that empower contact center managers. 

Working Solution Agent holding a headset while working on the computer

This allows us to anticipate quality program needs, address potential issues proactively, and deliver clear coaching feedback. Our program resources focus on complex calls, improving customer experience and fostering stronger client relationships. Insights from automated quality facilitate cross-team collaboration, proactive issue trend management, and ongoing agent education, ultimately lowering attrition and building stronger agent teams.

"The agent coaching is driven by AI and readily available. It takes us minutes where it used to take hours, freeing up resources."
Photo of Angie Kronlage
Angie Kronloge

Director, Program Success

“Leveraging AI-enabled QA, we're able to stay two steps ahead. Whether it's using insights for staffing and workforce management or proactive ongoing education and simulations. ”
Photo of April Wiita
April Wiita

VP, Program Success

“We're able to level-up our quality team. They're no longer call listeners, scorers, and coaches, they're now analysts and data miners, using that information to do really smart coaching.”
Photo of Angie Kronlage
Angie Kronlage

Director, Program Success

“The improvements we've seen come not only from quality, but also efficient workforce management. In our environment where we're always on-demand and we always have the need to be fully staffed, the insights available through automated review of 100% of calls has had a great impact on workforce management. ”
Photo of April Wiita
April Wiita

VP, Program Success

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Who We are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.