Case Study: J. Lodge achieves real-time call-quality monitoring and $100K annual savings with Quickbase

Better Call Center Monitoring with Real-Time Data

J. Lodge, a call-center quality monitoring firm that employs a virtual workforce of analysts, was hampered by a paper- and spreadsheet-based scorecard system. The manual process made it hard to track thousands of changing data points across multiple clients, required secure remote access for analysts in 37 states, and slowed month-end reporting and performance insight.

J. Lodge built a customized Quick Base application with online, real-time scorecards, self-serve client reports and automated alerts, and can modify scorecards in hours instead of weeks. The new system improved visibility into agent performance, cut more than $100K in development costs, reclaimed roughly 45 hours/month on scorecard work and 20 hours/month on reporting, and enabled a 35% increase in audits—helping the company gain a leadership edge.

J. Lodge

Michael Schrider

President, J. Lodge