Case Study: Truehold automates QA and lifts conversion with Voiceops

Truehold boosts first-call conversion by 20 points with VoiceOps

Truehold, a mid-size company in the home equity industry, was struggling with a manual quality assurance process that only covered 2% of calls. This slow and inconsistent system could not keep pace with their rapid growth, leaving managers without reliable visibility. To address this challenge, Truehold turned to VoiceOps and its QA Automation product.

VoiceOps implemented a self-serve system that automated Truehold’s entire scorecard, scoring 100% of calls. The solution learned from Truehold's own standards and was able to handle their complex reality of multiple call types. As a result, Truehold saw a 20-point gain in first-call conversion and avoided over $200,000 in planned QA costs. VoiceOps also provided managers with actionable insights, shifting their focus from manual reviews to live coaching.

Truehold