Bill Gosling Outsourcing is a global provider of customer support solutions, offering voice and non-voice services across the customer lifecycle through a worldwide call center network. Founded in 1955, it has grown to more than 5,300 employees in seven countries.
"We did not have any automation coming out of our QA scoring process before onboarding Prodigal," said Amanda Faris, Director of Compliance. She describes QA and compliance oversight as "a very segmented, time-consuming, and manual process." Analysts combed the CRM for call notes and dispositions to pick calls to score, then tried to find them, sometimes unsuccessfully. Reporting was spread across multiple systems, and scorecards and remediation were both manual.
Bill Gosling Outsourcing selected proInsight, an AI-powered call analyzer that scores calls and surfaces business insight. Trained on more than 300 million consumer finance conversations, it suited the company's diverse client portfolio. To support clients in Canada, the United States and the United Kingdom, Prodigal's experts tuned the solution to each country's regulatory requirements, giving the team complete, customized oversight of 100% of its call recordings.
Locating, scoring and reporting on a single call used to take 15 to 20 minutes. With proInsight, the whole process takes about 5 minutes for short calls. proInsight flags calls that need a closer look, and analysts can jump straight to the key moments instead of listening to the entire conversation. The efficiency let Bill Gosling Outsourcing reduce QA headcount without sacrificing compliance coverage or coaching opportunities.
“Now we have oversight and visibility into 100% of our calls. Already, this has helped us catch various coaching opportunities, and ensures that we are proactive in mitigating risk for our clients and for our business.”
Amanda Faris, Director of Compliance, Bill Gosling Outsourcing
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