Case Study: RoadVantage improves contact center performance with CallFinder speech analytics

RoadVantage cuts average talk time by 10–14% with CallFinder

RoadVantage, a provider of automotive aftermarket warranty products, needed to ensure consistency and improve performance in its contact center. The company sought an automated solution to monitor agent-customer conversations, improve script compliance, and identify customer pain points. They partnered with CallFinder, implementing its speech analytics solution to address these challenges.

CallFinder provided the necessary tools for RoadVantage to create customized scorecards and reports. The insights gained revealed that agents were not following a formalized script, leading to inefficient conversations. By refining scripts and focusing coaching efforts based on this data, RoadVantage reduced average talk time by 10-14%, improved call handling efficiency, and enhanced the overall customer experience.

RoadVantage