Increased Cost Savings from Strategic Workforce and Quality Framework for a Retail Technology Developer

Published on March 28, 2023
Last Updated on March 28, 2023

The Client: A US-based Interactive Retail Technology Developer

The Challenges

  • Inefficient workforce management
  • Lack of a comprehensive agent training curriculum
  • Absence of quality infrastructure for high audit requirements across millions of images monthly

The Answer is Us

TaskUs implemented a strategic workforce model that required the least number of Teammates to effectively accomplish the most amount of data tagging/annotation work.

More so, we also implemented a full quality program that involved basic auditing, quality scoring baselines, and performance expectations setting.

The Results

  • 20% staffing reduction, resulting in $80K+ cost savings for the Client
  • 98.92% average monthly quality score vs. 95% target
  • 2800+ average daily annotations done per Teammate vs. 4,500+ previously
  • <4 seconds Average Handling Time (AHT)
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References

Siva Raghava
Senior Director, Trust + Safety
As a Senior Director, he and his team focus primarily on scaling Trust & Safety practices globally. Developed expertise while helping organizations in Product Operations, Content Moderation and Management, Project Mgmt., Global Solutioning & Vendor Management, Digital Marketing Ops, Content Policy Creation, and Content Policy Enforcement. Siva is a “truly diversified” Trust and Safety professional driving a purpose on platform safety for online communities at large for over 17 years. Worked with some of the premium brands in this space building deep domain expertise globally.
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