How a Call Center Cut Review Time by 87 Percent

In this episode, Paul Kortman breaks down a real client project inside a travel agency call center, where supervisors were spending six and a half hours a shift reviewing calls for compliance risks, while also managing both English and Spanish-speaking teams. One wrong claim to an airline partner could have shut down the entire business.Paul shows how turning messy AI transcripts into simple yes-or-no answers cut review time down to under an hour a shift and saved the client $66,000 per supervisor per year, while also turning supervisors into better coaches.Highlights(00:00) One sentence away from losing everything(01:07) Why people still call a travel agent(02:12) How a travel agency call center makes money(04:04) The real stakes behind one wrong sentence(06:32) Why adding Spanish support broke their systems(08:30) Why their DIY AI fix cost more than it saved(10:47) The digital junk drawer nobody could organize(12:27) Why the team fixed the human bottleneck first(13:19) How day one changed what supervisors knew(14:28) The fix that came down to 25 simple questions(21:01) How the same data turned supervisors into coaches(23:16) The results in minutes, dollars, and tokens savedWant help finding a quick win like this in your own business? https://connex.digital/book/podcast