Case Study: Large Marketing and Customer Engagement Solution Provider achieves 9% quality uplift and higher ROI with Alvaria Motivate (Alvaria)

How a Detroit-based customer engagement solution provider transformed their quality measurements from dull to thrilling with Alvaria Motivate and speech analytics

A Detroit-based marketing and customer engagement provider with about 3,500 employees and call centers across 11 locations faced stagnant performance in its automotive warranty division—its proprietary quality score had not exceeded 72% in a decade. Leadership spent a year evaluating gamification vendors and selected Alvaria Motivate to reengage agents and lift quality metrics.

By integrating speech analytics outputs (discovery, rapport, presentation) with Alvaria Motivate’s gamified coaching, leaderboards, competitions and rewards, the company made quality measurement engaging and actionable. Results included a rise in proprietary quality to 81% (+9%), close rate to 28.14% (+2.14%) and activation rate to 95% (+3%), along with higher employee engagement, productivity gains, revenue lift and improved retention.