The Mission
Renewal by Andersen LLC is the start-to-finish window replacement division of Andersen Corporation. Renewal by Andersen offers a replacement process that includes an in-home consultation, custom manufacturing, and installation through one of the largest nationwide networks of window replacement specialists. Renewal by Andersen is committed to providing the best customer experience possible, through the perfect combination of the best people in the industry, a superior process, and an exclusive product.
The Challenge
Buying new windows for a home is a long and complex purchase process, therefore many consumers like the reassurance of speaking to a live agent over the phone. Phone calls are often the most valuable conversions for Renewal by Andersen, and the corporate office uses a pay-per-call model to send phone leads to its 90 franchise affiliates across the nation.
However, Renewal by Andersen’s contact center did not have an effective QA process for agent calls. They listened to approximately 2% of their phone calls and graded them on paper. This was both time-consuming and fraught with human error.
The Resolution
Automating Contact Center Call QA
Renewal by Andersen needed to improve the quality assurance process in its contact center. “We were really missing the mark when it came to grading calls,” said Tyner Williams, Marketing Manager at Renewal by Andersen. “We had been doing it manually on a piece of paper, and it was extremely time-consuming. So not only were we spending hours and hours grading and evaluating these calls, but we were also cherry-picking the calls. So we knew that we weren't getting an accurate look at the results across the board.”
To correct the issue, Renewal by Andersen deployed Invoca’s automated QA. The solution uses voice-spotting signals to score calls according to the organisation’s unique criteria. In Renewal by Andersen’s case, they wanted to ensure that on every call, agents used the proper greeting, asked the right questions about the caller’s needs, and set an appointment. Invoca allowed the team to score 100% of calls according to these criteria — not just a small sample. This gave them accurate and unbiased feedback about each agents’ performance. It also saved managers’ time and allowed them to focus on coaching agents, not scoring calls.
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 at Renewal by Andersen
Invoca was easy for the Renewal by Andersen team to onboard, and they were able to start seeing results quickly. “Invoca is really intuitive and easy to learn. I was amazed at how dramatically our agents’ scores improved after just three months of using the solution. I would never want to go back to how we were scoring calls before.”
The Results
- 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
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