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, serving more than 14 million members. ACG 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. This was a manual process that evaluated only one percent of transactions, or 4 to 5 transactions per agent per month. Agents were not allowed to deviate from a rigid 30-question survey script and the feedback from these calls was more about dissatisfaction with the vendor’s agents and process than it was about ACG’s services.

The result was inconsistent call center performance, insufficient data to coach agents or prioritize improvement opportunities, 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.