Case Study: Voice Link achieves faster QA and better customer experiences with OnviSource

How Voice Link of Columbus improved employee and customer experiences with AQA and integrated analytics to achieve excellence in workforce performance, business productivity, and client satisfaction

Voice Link, a US-based teleservice provider, faced challenges with its manual quality assurance process. The company, which handles millions of customer interaction minutes annually, struggled to gain sufficient insights from manual call reviews to improve workforce performance. This time-consuming process also hampered business productivity and made it difficult to quickly resolve client service issues. To address these challenges, Voice Link partnered with OnviSource.

OnviSource implemented its AI-powered Interaction Analytics and Automated Quality Assurance (AQA) solution to automate the call evaluation process. This provided Voice Link with holistic views of all interactions, enabling targeted agent coaching and self-assessment. The results were significant, with OnviSource's solution performing QA 97% faster than human scoring. This automation freed up resources, removed scoring bias, and empowered agents to deliver exceptional service, leading to greater client satisfaction and loyalty.

Voice Link

JoAnn Fussell

Chief Financial Officer