Case Study: First American Home Buyers Protection achieves full-call capture, stronger liability protection and improved agent performance with VPI

First American Home Buyers Protection - Customer Case Study

First American Home Buyers Protection needed a reliable, full-time call recording solution at its Santa Rosa and Odessa call centers to address liability management, quality assurance and agent training after its legacy system failed to capture all sales interactions. The company selected VPI’s Activ! Voice digital call recording and Activ! IQ Call Center Quality Monitoring software, integrated with Avaya Communication Manager, to ensure complete capture of customer conversations.

The Avaya/VPI implementation records 100% of customer interactions and stores them digitally for fast retrieval, enabling FAHBP to resolve disputes by playing back calls, share recordings across the enterprise for QA and training, and conduct targeted one-on-one coaching. VPI’s solution reduced litigation risk, improved customer satisfaction and agent performance, increased retention and upsell activity at renewal, and gave FAHBP a documented competitive advantage.

First American Home Buyers Protection

Patrick Hogan

Vice President of Renewals