Case Study: Automobile Protection Corporation (APCO) achieves 98% of calls answered within 30 seconds and improved agent retention with Verint Systems' Workforce Engagement solutions

Automobile Protection Corporation (APCO) - Customer Case Study

Automobile Protection Corporation (APCO) is a leading marketer and administrator of extended vehicle service contracts and warranties (EasyCare and GWC). As APCO grew to three contact centers and about 270 agents, it faced pronounced seasonal and Monday call-volume spikes tied to the automotive purchase cycle; monthly scheduling left staffing poorly aligned with demand, hurting speed-to-answer and customer experience.

APCO implemented Verint Workforce Engagement solutions—Enterprise Workforce Management with a 4x10 scheduling model and weekly scheduling starts, plus Interaction Recording, Screen Capture, Quality Management, and regular reporting—to better forecast, staff, monitor, and coach agents. The result: consistent service levels during growth, elimination of speed-to-answer complaints, 98% of calls answered within 30 seconds (exceeding its 95%/45s target), improved agent training and morale, and higher retention.

Automobile Protection Corporation (APCO)

Mark Reilly

Telecommunications