Case Study: RoadVantage reduces talk time and improves customer experience with CallFinder speech analytics

RoadVantage Improves Contact Center Performance With Speech Analytics From CallFinder

RoadVantage, a provider of automotive aftermarket ancillary products, sought to improve consistency in its contact center. The company needed to ensure agent compliance with processes, enhance coaching efforts, and better identify customer pain points. To meet these challenges, they turned to CallFinder for its speech analytics solution.

By implementing CallFinder, RoadVantage gained data-driven insights that allowed them to refine agent scripts and training. The vendor's solution provided the tools to monitor interactions and focus coaching effectively. As a result, RoadVantage reduced average talk time by 10-14%, improved call handling efficiency, and increased customer satisfaction, directly impacting their business performance.

RoadVantage

Larriann Alvarado

Claims Center Manager