Case Study: Clearlink achieves 20% reduction in customer service call volume and 40% faster call handling with Invoca

Using Invoca Call Tracking and Analytics to Reduce Call Center Costs and Drive Customer Acquisition

Clearlink, a digital sales, marketing and technology firm that runs call center operations for brands like AT&T and Microsoft, faced mounting challenges with an aging, homegrown call‑tracking system, waves of spam calls that distorted metrics, and a goal to reduce customer service call volume by answering more questions online. The company needed a reliable, low‑maintenance analytics platform to authenticate callers, improve the customer experience, and better convert qualified leads.

By adopting Invoca for call tracking and analytics, Clearlink outsourced maintenance, gained real‑time caller authentication, and tied web session insights to agents for faster, more personalized support. That approach enabled A/B testing of help content, smarter routing, and priority handling of high‑value leads — delivering a 20% reduction in overall customer service calls and a 40% decrease in call handling time.

Clearlink

Adrian Lazo

Executive Vice President of Marketing