All Case Studies
Contact CenterEurope
European Telecommunications Retailer
Replacing 12 Manual QA Reviewers with 100% Automated Coverage
100%
Call Coverage (from 3%)
12
QA Analyst Roles Redeployed
GDPR
Fully Compliant Deployment
€1.8M
Annual QA Cost Reduction
The Challenge
A European telecoms retailer employed 12 dedicated QA analysts to manually review 3% of customer service calls. GDPR consent management for AI processing added significant procurement complexity.
The Solution
ALPANDIA deployed GDPR-compliant automated QA on 100% of calls, replacing manual sampling entirely. The AI scored calls against the retailer's 24-point quality rubric and flagged violations in real time for supervisor review.
ALPANDIA Products Used
voice transcriptioninappropriate language detection
Related Case Studies