Case Study: Major U.S. Utility Company achieves 4x strategic execution and 3x conversion improvement with Tethr

Major U.S. Utility Company chooses Tethr to automate QA through AI and compliance

Major U.S. Utility Company, a regulated electricity provider serving 1.4 million customers, faced a hiring freeze and a contact center that was 15% understaffed while still held to high service standards. With QA listening to less than 0.5% of calls, leadership engaged Tethr to deploy its Listening Engine — a secure, cloud-based platform that transcribes, indexes, analyzes every call, and automatically redacts sensitive PCI data — to surface root causes and extend the reach of their lean team.

Tethr’s integration into the utility’s telephony produced automated QA, real-time alerts, searchable call moments for coaching, and detection of uncommon call drivers that previously drove repeat contacts. The program drove measurable impact: a 4x increase in strategic execution in the contact center and a 3x improvement in product and services conversion, improved customer satisfaction and lower costs; for example, Tethr revealed agents discussed paperless billing on only 10% of suitable calls, enabling targeted coaching and changes to billing statements and the website to boost adoption.