Case Study: isp.net improves NPS and agent visibility with MiaRec

From Limited Manual QA to Full Visibility, Proactive Coaching, and Enhanced Customer Support

isp.net, a Las Vegas-based Internet Service Provider, was facing significant challenges with limited visibility into its customer support calls and a highly inefficient, fully manual quality assurance process. This led to inconsistent agent coaching and minimal performance improvements. The company turned to MiaRec and its AI-powered Conversation Intelligence platform to automate call evaluations and gain deeper insights into agent performance.

By implementing MiaRec’s AutoQA solution, isp.net achieved 100% call coverage, saving over 52 days of manual work annually and gaining 900% more visibility. This enabled proactive, personalized coaching that drove a 42% improvement in NPS scores and a massive 413% increase in "Very Satisfied" customer ratings. MiaRec also provided tools for sentiment analysis and marketing ROI tracking, helping isp.net preserve customer relationships and make smarter business decisions.

isp.net

Aldo Guzman

System QA Analyst