Case Study: Advantage Reserve achieves 100% QA coverage and saves 800+ hours with MiaRec

How Advantage Reserve Gained Full Visibility into Agent Performance, Eliminated Outsourced QA, Improved Scores by 12%, and Saved Over 800 Hours Annually with MiaRec

Advantage Reserve, a hospitality contact center, struggled with limited visibility into agent performance, manually reviewing only 10% of calls. This lack of comprehensive data made it impossible to accurately identify performance gaps and led to up to 10 incomplete transactions monthly. Their manual process, which consumed over 20 hours of internal work weekly plus outsourced help, was time-consuming and failed to deliver actionable insights for coaching.

By implementing MiaRec's AI-powered Conversation Intelligence platform, Advantage Reserve automated its QA process to evaluate 100% of calls. This solution eliminated the need for outsourced reviewers and saved over 800 hours of manual work annually. As a result, average agent QA scores improved by 12%, from 73% to 85%, and incomplete transactions were entirely eliminated. MiaRec provided the tools for targeted coaching and full performance visibility, leading to significant operational savings and improved customer experience.

Advantage Reserve

Arianni Bryant

Quality Assurance Training Manager