Case Study: AAA – The Auto Club Group achieves increased sales and improved agent performance with Medallia

Utilizing conversation intelligence to increase sales, improve agent performance, and optimize quality management

AAA – The Auto Club Group (ACG) serves more than 14 million members and found its insurance survey process inadequate: only about 1% of transactions were evaluated through an external vendor’s scripted outbound calls, producing inconsistent feedback, little actionable data, and no way to measure referrals or cross-sell. To fix this, ACG selected Medallia and deployed AI-powered speech analytics (Medallia Speech) as part of a voice-of-the-customer quality program to capture objective, scalable insights across all interactions.

Medallia implemented speech analysis, call transcripts, automated text scoring, acoustic emotion metrics and dashboards tracking sentiment, script adherence and custom cross-sell metrics. The result: 100% of calls are now analyzed for net sentiment, the “Who Else?” cross-sell campaign reached about 18% of calls and growing, and analysis revealed ~2% of 4 million annual calls contained website complaints that were addressed by improved self‑service — reducing call volume and boosting sales and agent performance. Medallia’s platform gave leaders measurable, actionable data for coaching and converting the contact center into a profit center.

AAA

Kelly Speer

Manager of Speech Analytics