How Absolute Collagen Automated QA and Transformed Customer Experience with Oversai

The Challenge

Absolute Collagen, a UK beauty and wellness brand known for high-quality collagen supplements, faced significant challenges with manual QA:

• •Limited QA coverage with only a fraction of customer interactions being manually reviewed, creating blind spots in service quality.
• •Time-consuming manual evaluations that slowed down feedback loops and made it difficult to coach agents effectively.
• •Lack of actionable insights due to scattered data and no automation, making data-driven decisions challenging.
• •Difficulty in maintaining consistent quality as the company scaled, impacting customer experience.

The Solution

Oversai delivered an AI-powered AutoQA system that transformed how Absolute Collagen monitored and improved customer interactions:

• •Comprehensive QA coverage with automatic analysis of every customer conversation, ensuring complete visibility into service quality.
• •Real-time evaluations that delivered instant insights instead of delayed reviews, enabling faster improvements to service quality.
• •Data-driven coaching with AI that pinpointed specific areas for improvement, allowing for targeted agent training.
• •Comprehensive analytics dashboard providing actionable insights for continuous improvement.

Impact & Results

The implementation delivered significant improvements across multiple areas:

• •Significant cost reduction by eliminating manual QA inefficiencies. Increased the sample size from 2% to 24%.
• •Saved 120 hours per month previously spent on manual QA.
• •40% faster feedback loops, with agents receiving real-time coaching.
• •Enhanced decision-making with complete visibility into QA data.
• •Proactive service quality improvements based on trend analysis.

Looking Forward

Absolute Collagen has eliminated the limitations of manual QA and now operates with full confidence in their service quality. As they continue to scale their business, Oversai's automation will remain a key driver in maintaining excellence—turning QA from a bottleneck into a competitive advantage that supports their growth and enhances customer experience.