Case Study: Alere boosts call recording, coaching, and agent performance with Envision Performance Suite

Envision Partners With Free & Clear To Drive Efficiency And Effectiveness In A Virtual Agent Contact Center Environment

Alere, a nationally recognized tobacco cessation provider, needed a better way to manage quality monitoring in a highly distributed contact center, with more than half of its 195 agents working from home. Its old tape-based recording process was cumbersome, hard to scale, and often missed calls that supervisors wanted to review. Alere turned to Envision and the Envision Performance Suite for help.

With Envision’s solution, Alere replaced manual tape recording with a scalable system that captures far more calls and screen activity, making coaching more consistent and effective. The number of recorded calls jumped from 510 per month to 51,000 per month, while supervisors gained better visibility into agent knowledge and skill gaps, improving agent efficiency and overall center performance.

Alere

Andrew Roberts

Call Quality Manager