Case Study: Speedway Motors boosts QA, coaching, and agent trust with Level AI

Speedway Motors cuts QA admin time 90% with Level AI

Speedway Motors, a manufacturer and distributor of specialty automotive parts, faced challenges with its distributed remote support agents. The company relied on manual call monitoring via spreadsheets, which was time-consuming, error-prone, and provided visibility into only about 1% of interactions. Supervisors struggled to coach agents effectively and identify missed sales opportunities, leading to inconsistent feedback and performance management.

By implementing Level AI's automated quality assurance platform, Speedway Motors unified its support operations. The solution analyzed calls with synchronized screen recordings to provide context-driven feedback, automated evaluation rubrics, and created a structured coaching system. The results were significant, including a 90% reduction in administrative reporting time, a 99.3% evaluation acceptance rate from agents, and quality scores consistently above 90%. Level AI enabled full visibility into customer conversations and helped rebuild agent trust with transparent performance data.

Speedway Motors