All Case Studies
Contact CenterSouth Korea
Korean E-commerce Retailer
5× Quality Assurance Coverage Without Additional Headcount
100%
QA Coverage (from 8%)
5×
More Violations Caught
Zero
Additional QA Headcount
₩820M
Annual Cost Avoidance
The Challenge
A Korean e-commerce retailer with 600 customer service agents needed to improve call quality during peak periods — but couldn't add QA capacity fast enough to match transaction volume growth.
The Solution
ALPANDIA automated QA coverage on 100% of customer calls, scoring against the retailer's custom rubric in Korean and flagging violations for human review. QA coverage increased from 8% to 100% overnight.
ALPANDIA Products Used
voice transcriptioninappropriate language detection
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