Case Study: Grand Canyon Education achieves 5,000+ monthly QA evaluations and greater transparency with Calabrio ONE

Grand Canyon Education boosts collaboration and transparency

Grand Canyon Education (GCE), a U.S.-based provider of post-secondary support services, faced a broken contact-center quality assurance process: outdated reporting software that crashed frequently forced QA staff to rely on incomplete Excel spreadsheets, causing uneven call sampling and a negative stigma around QA. After rejecting an expensive, inadequate upgrade, leaders sought a modern call recording and reporting solution to restore fairness and visibility.

GCE implemented web-based Calabrio ONE for call recording and quality management, adding a QA dashboard that shows how many calls were graded and agents’ average scores plus a searchable call library of best-practice examples. The change helped QA work faster and more transparently—evaluations rose from about 3,000 per month in one department to over 5,000 monthly across 19 departments—and transformed QA from a source of stigma into a recognized team success.

Grand Canyon Education

Beth Bax

Assistant Director Quality Assurance