The Mission
1000Bulbs.com is America’s largest lighting retailer. Known for continuous innovation, competitive pricing, and uncompromising customer service, the company has been changing the way the world buys lighting for over 27 years.
The Challenge
The 1000Bulbs.com team needed a way to scale quality assurance in the contact centre. Previously, managers listened to a small sample of calls and manually graded them, which was time-consuming and prone to bias. In addition, with thousands of calls coming in each week, it was difficult to pinpoint coachable moments they could use to help agents build skills.
The Resolution
Scoring Agent Calls at Scale with Automated Quality Assurance
With Invoca, the 1000Bulbs.com team can more accurately measure agent performance. The solution uses AI to automatically score calls according to the organisation’s criteria. As a result, the 1000Bulbs.com team receives accurate, unbiased call scores for the phone calls in the contact centre team’s queue.
Invoca has been a huge time-saver for our QA process. What used to take me two days, I can now accomplish in just a few hours.
Ryan Setzler, Sales Project Specialst at 1000Bulbs.com
In the past, 1000Bulbs.com scored new and existing customer calls based on the same criteria. The issue is that these personas have different levels of knowledge about the brand and its products. To improve the customer experience, the team created separate Invoca scorecards for new and existing customers. With these scorecards in place, the AI can automatically track how well agents tailor the conversation for each audience.
"You wouldn’t speak to a decade-plus customer the same way you would speak to someone who has never heard of your brand," said Steve Perry, Senior Product Manager at 1000Bulbs.com. "Invoca helps us ensure our agents hit the right talking points for each persona and give them top-tier experiences that lead to sales."
Using AI Call Summaries to Identify Coaching Moments
Prior to Invoca, it was difficult for contact centre managers to identify coaching moments for agents. With thousands of calls coming in every week, listening to every call wasn’t feasible or scalable. Now, with Invoca, the team receives automated AI summaries—these short snippets are generated at the end of each call and give critical insights about the content of the conversations. This allows managers to easily pinpoint which calls to review and use for coaching purposes. As a result, they can give more meaningful feedback and training.
Invoca’s AI summaries make the call review process painless. Taking 30 seconds to read a quick summary rather than listen to a 10-minute recording is revolutionary. I can easily determine which calls will contain good coaching opportunities and which I can skim past.
Ryan Setzler, Sales Project Specialst at 1000Bulbs.com
Using Gamification and Competitions to Boost Morale
With Invoca, the 1000Bulbs.com team can add gamification to their call-scoring process. The AI accurately measures each agent’s performance against their peers and highlights trends in their internal leaderboards. This enables them to reward high-performing agents with department-wide emails and other forms of recognition, boosting morale and buy-in from the team.
“Invoca helps us keep our reps motivated with a little friendly competition," said Perry. "After the AI scores their calls, we send a weekly email recognising the leaders. There’s a lot of excitement when that email goes out—every agent is eager to see if they’re at the top of the list.”
Our customer success manager and the rest of the Invoca team have been outstanding. Every question or inquiry is handled thoroughly and professionally. She takes the time to understand our specific needs, and her expertise with the platform is evident in every interaction.
Steve Perry, Senior Product Manager at 1000Bulbs.com
