Case Study: LeasePlan USA achieves 98% quality scores and consistent customer service with Verint Systems' Impact 360 Quality Monitoring

LeasePlan USA - Customer Case Study

LeasePlan USA, the U.S. arm of global fleet manager LeasePlan, supports more than 385,000 vehicles and handles up to 10,000 contact-center calls a day across sites in Atlanta and Chicago. The company struggled with a tape-based call-recording system and fragmented evaluation process that made call retrieval slow, produced feedback that was often just a score, and left managers unable to consistently validate performance or resolve “he said, she said” disputes.

LeasePlan implemented Impact 360 Quality Monitoring and Scorecards, running a pilot with a structured onboarding and coaching program, capturing 100% of audio and 25% of screens to enable easy review, scoring, and targeted coaching. The new system raised average quality scores to 98% (above the 95% goal), sped dispute resolution, improved agent coaching and consistency across teams, and became an integral part of LeasePlan’s quality assurance program.

LeasePlan USA

Ann Jordan

Director Of Learning & Development