Since 1926, Gatestone BPO has provided contact center and business process outsourcing solutions to markets around the world, with multilingual facilities in North America, Latin America and Asia that operate around the clock.

• 75% increase in call audit speed
• 70% reduction in QA headcount
• 100% call compliance visibility

The challenge

Gatestone wanted to improve QA productivity, strengthen compliance and evaluate operational efficiency. Manual QA took as long as 13.2 minutes per scorecard and required a team of 10. Compliance was already strong, but Gatestone saw a chance to go well beyond manual, industry-standard approaches. Silent time on calls also ran as high as 40%, and the team wanted metrics to find new ways to coach agents.

The solution

Powered by Prodigal's AI, trained on more than 300 million consumer finance calls, proInsight automated the time-consuming manual work. It delivers automated call scoring, plus transcripts and tags that remove the need to listen to entire calls, along with the call metrics Gatestone needed to evaluate and support agents.

The results

Gatestone now completes its QA work with a lean team of three. Metrics and call tagging show what agents do on every call, so training needs are addressed proactively. With 100% of calls scored, tagged and transcribed, Gatestone leads the industry in compliance coverage and can report results to clients with confidence.

“With Prodigal, there's no guesswork. I can easily go and pull calls that didn't score above a certain percentage. I can go straight to the managers and ask, 'What happened here?' It gives you that assurance that you fully know what's happening across your portfolio.”
Anna Donnelly, VP, Gatestone

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