Case Study: Casella Waste Systems achieves 91.5% QA scores and 50% time savings with Invoca

Casella Waste Systems improves QA scores to 91.5% with Invoca

Casella Waste Systems, a major resource management company, faced a challenge in efficiently monitoring and coaching its large, dispersed team of customer care agents. Their quality assurance process was time-consuming, making it difficult to identify specific coaching opportunities and ensure consistent customer service. They turned to the vendor Invoca and its AI-powered call intelligence platform to resolve this.

Invoca implemented a solution that uses AI to automatically score 100% of customer calls against key performance criteria, such as proper greetings and setting service expectations. This allowed Casella's managers to instantly pinpoint coachable moments for each agent. Using Invoca's Agent Voice ID feature further streamlined the process by automatically identifying which agent was on each call. The results were significant: Casella achieved its highest-ever quality assurance score of 91.5% and realized a 50% time savings on their agent QA process.

Casella Waste Systems