Utilizing conversation intelligence to increase sales, improve agent performance, and optimize quality management

The Auto Club Group (ACG) is the second largest AAA club in North America and takes pride in always being there when members need them, delivering the highest level of customer service and value to every member.

ACG’s previous customer survey process for Insurance, the target of their current phase of speech analytics, relied on an external vendor’s call center to make outbound calls and follow up on customer perceptions, which was a manual process and resulted in inconsistent call center performance, insufficient data to coach agents, and no way to measure referral or cross-selling activity.

ACG chose to deploy Medallia as part of a broader voice of the customer quality management and improvement program. Download the full story to learn how they improved agent performance.