Case Study: American Century Investments achieves improved client experience and contact center efficiency with VPI EMPOWER (VPI)

Optimizing Client Experience with Analytics-Driven Quality Assurance and Performance Management

American Century Investments, a privately held investment management firm, faced legacy QA processes that were manual, agent-focused and poorly aligned with corporate customer satisfaction goals. The contact center lacked visibility into call quality and timely, actionable reporting, so American Century partnered with VPI to deploy the VPI EMPOWER workforce optimization suite to modernize QA and performance management.

VPI implemented VPI EMPOWER with recorded ACD calls tagged with CRM data, Fact Finder interaction analytics, automated business-rules call selection, integrated E‑learning and real‑time desktop tickers. The VPI solution drove measurable gains: within six months Overall QA scores rose 8% and Client Experience 9%, a targeted cross-sell initiative improved 40% (non-transactional calls +38%), and agent efficiency improved (Talk Time +10%, After‑Call Wrap Time −25%, Agent Availability +7%).

American Century Investments

Jana Meyers

Director of Training Development and Support