Case Study: 1000Bulbs.com improves call quality and agent performance with Invoca

1000Bulbs.com cuts QA from 2 days to a few hours with Invoca

1000Bulbs.com, America's largest lighting retailer, needed to scale quality assurance in its contact center. Their manual process of listening to and grading a small sample of calls was time-consuming, prone to bias, and made it difficult to identify coaching moments for agents. To address this, they turned to Invoca for its automated quality assurance solution.

Invoca implemented an AI-powered system to automatically score agent calls at scale using customized scorecards for different customer personas. This provided accurate, unbiased performance data and generated AI call summaries to easily pinpoint coaching opportunities. The solution saved significant time, reducing a two-day QA process to just a few hours. Invoca also enabled gamification through performance leaderboards, which boosted agent morale and motivation through friendly competition.

1000Bulbs.com