Case Study: AAA Northeast cuts highway-call handle time and boosts member & technician safety with Calabrio

AAA Northeast Shrinks Highway Call Average Handle Time by 53 Seconds

AAA Northeast, which provides 24-hour emergency road service to six New England states, found that calls from stranded motorists on highways scored lowest in quality and took substantially longer to resolve — creating safety risks for members and technicians. Eight virtual QA analysts used speech analytics to investigate and formed a cross-functional team focused on member and technician safety, location capture, member satisfaction and operational efficiency.

Using desktop analytics the team discovered agents underused the GPS locator and asked unnecessary location questions. AAA removed four redundant questions from the call flow and launched a GPS toolkit and training to increase locator use and accurate logging. The changes cut average handle time by 14 seconds, improved highway call efficiency and enhanced safety for members and AAA technicians.

AAA

Helen Cox

Quality Assurance Manager