Leading brands use Invoca’s contact center AI to automatically QA phone calls, coach their teams in real time, and empower agents to serve every caller like a VIP. We’ve collected some of our top success stories for you in this handy guide. Keep reading to learn how Invoca can take your contact center’s performance to the next level!
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Kinetic by Windstream
We can now monitor more calls and get the supervisor more information on their agents so that they can coach those that were truly driving down performance, not the ones that may have had one or two bad days.”
CJ Barnhart
Quality Assurance Manager
Next Results
Previous Results
The Story
The results
Kinetic is a division of Windstream Holdings that provides broadband, entertainment, and security services to customers in 18 states. In the past, the Kinetic sales team performed QA on only a small sample of the 30,000 phone calls they received each month, which led to inaccuracies. Now, with Invoca’s AI, they’re able to automatically QA 100% of phone calls, without any additional lift from their QA team. Invoca also gives Windstream’s sales team automated scorecards so they can see each agent’s strengths and areas for improvement. This gives supervisors more time to be analytical and focus on coaching, rather than listening to calls. It also helps the QA team ensure agents comply with strict industry regulations.
40%
increase in average revenue per sales call
27%
decrease in faliure to overcome caller hesitation
5%
increase in script and sales process adherence
MoneySolver
Director of Call Center Operations
Mark Roblez
Invoca has been a game-changer for us. Our agents can see exactly where they’re falling off the talk track and get instant feedback on how they can improve. It’s helped us to double our close rate at the contact center."
MoneySolver is a national financial services company based in Jacksonville, Florida. Because MoneySolver has a large contact center team, giving each agent meaningful feedback about their performance was a challenge. To solve this problem, they rolled out Invoca automated call quality assurance. This allowed them to set up AI-powered scorecards to automatically QA agent performance on every call, not just a small sample. Now that all calls are being reviewed by unbiased AI, agents can no longer blame a bad score on a QA person. This has increased their engagement and made them more motivated to take ownership of their performance.
2x
increase in close rate at the contact center
Renewal by Andersen
Invoca has given us a complete picture of agent performance — we were missing so much data before. Now, I can see if an agent is great at gathering all the right contact information and sticking to the agenda, but they need a little improvement in the ‘commitment to needs’ section. This has made it much easier for us to guide our agents to corrective actions.”
Tyner Williams
Marketing Manager
Renewal by Andersen LLC is the start-to-finish window replacement division of Andersen Corporation. In the past, Renewal by Andersen was grading calls manually on a piece of paper, which was time-consuming and prone to sampling bias, as they were only able to review a small fraction of calls. To correct the issue, Renewal by Andersen deployed Invoca’s automated QA, which automatically scores calls according to their unique criteria. This gives them accurate and unbiased feedback about each agent’s performance. It also saves managers’ time and allows them to focus on coaching agents, not scoring calls.
47%
increase in appointments set in the contact center
129%
increase in agents correctly assessing caller needs
58%
increase in agents using the proper greeting
DIRECTV
Being able to get an omnichannel view of the customer experience is invaluable. With Invoca, we can quickly identify issues in the buyer journey and correct them. It’s had a huge impact on our conversion rate.”
Mark Loovis
Director of Marketing Technology
DIRECTV is a leading television provider offering satellite and streaming options. To provide the best possible contact center experience, the DIRECTV team uses Invoca PreSense to send its sales agents a screenpop with each caller’s digital journey information. The agents receive the screenpop just before the call is connected and it gives them valuable information about the caller’s online interactions and buying intent. With PreSense, the agents can proactively understand the caller’s needs, pull up the relevant information, and tailor the conversation accordingly. This creates seamless experiences and reduces call handle times, since agents already know the context and can jump right into the conversation.
110%
Improvement in sales agent close rates
CHRISTUS Health Plan
Invoca has removed the heavy lifting from quality assurance. I now spend 50% less time scoring phone calls — it’s been a tremendous help. I can’t imagine going back to the way we were doing things before.”
Sherita Vance
Broker Support Specialist
CHRISTUS Health Plan offers Medicare Advantage and Health Insurance Exchange (HIX) plans. The contact center team uses Invoca to automatically score agent performance on calls. With Invoca’s insights, managers have a clear picture of exactly which areas each agent needs to improve on, which has made preparing for coaching sessions easier, and improved the quality of feedback. And, with all of the time savings from automating call scoring, managers now have more bandwidth to help agents gain the skills they need to better serve patients.
50%
time savings on call quality assurance
AutoNation
Providing a great customer experience is at the core of our mission, and that’s why our sales managers constantly provide feedback to our agents. Invoca’s call recordings and transcriptions are invaluable coaching tools. Insights from Invoca have helped guide a great deal of our training.”
Anand Rao
SVP of Digital Business
With over 300 locations, AutoNation is America’s largest auto retailer. AutoNation uses Invoca to automate customer call quality assurance (QA). With Invoca, AutoNation can select the criteria that make up a successful phone conversation for both sales and customer care agents and use AI to automatically scan every call for those criteria. These criteria include if the agent is greeting a caller correctly, if they’re asking them to set an appointment, if they’re mentioning a recent promotion, and more. This eliminates the manual work of scoring calls and removes human error from the process. It also gives agents real-time feedback on their performance so they can adjust on the fly, without having to wait for their next meeting with their manager.
Increased
sales agent close rates
Drove
the highest profits in company history
Spectrum Retirement Communities
With Invoca's automated call QA, we can let the AI do the work and identify our agents’ strengths and areas for improvement. Rather than searching for the data, we get it at our fingertips in real time. It’s a huge time-saver and it’s changed the game for how we QA calls and coach our agents.”
Jeff Arduino
National Director of Sales and Resident Experience
Spectrum Retirement Communities is a leading operator of retirement, assisted living, and memory care communities. In the past, Spectrum Retirement performed quality assurance (QA) on its sales calls by listening to a sample of conversations, but this was difficult to scale with 48 locations. To get a complete and accurate measure of agent performance, the Spectrum team rolled out Invoca's automated call QA solution. Invoca also gives sales teams access to the recordings and transcriptions of every call so that they can review the conversations, highlight key moments, and @mention agents. This allows Spectrum’s sales managers to give agents feedback in real time, helping to reinforce good habits and locate opportunities for growth.
Increased occupancy
Rick’s Custom Fencing & Decking
Our sales managers don’t have time to sit down and listen to a bunch of calls. Invoca helps them quickly pinpoint each agent’s strengths and weaknesses. It also helps them find coachable moments in the call recordings and transcriptions. This has had a huge impact on agent performance."
Taylor Pawley
Director of Marketing
Rick's Custom Fencing & Decking
Rick’s Custom Fencing & Decking is one of the largest retailers of fencing and decking in the Pacific Northwest. Before using Invoca, the team didn’t have a formalized call QA process. Sales managers would occasionally listen to calls and give ad hoc coaching. Now, with Invoca, the sales managers use AI to automatically QA 100% of inbound calls. This helps managers understand where agents are falling short and ensure they’re using all of the right scripted phrases. In addition, Invoca’s dashboards give the sales team a complete view of agent performance across all business locations, so everyone can track their progress.
23%
improvement in call etiquette pass rate
6x
more likely to use scripted phrases
73%
increase in company revenue over three years
