Automobile Protection Corporation (APCO) Drives Innovation and Process Improvements with Verint

Ongoing process improvement and agent coaching

All calls handled by the company’s 270 agents are recorded using Verint Interaction Recording. Agent screens are also recorded using Verint Screen Capture, enabling supervisors and call center management to understand what agents are doing on their desktops during customer conversations. Approximately 20 percent of agent-customer phone interactions undergo call monitoring using Verint Quality Management. This supports ongoing process improvement and agent coaching.

Reporting is done on a daily, weekly, and monthly basis to provide APCO executives with an overview of key contact center metrics, such as number of interactions handled, speed to answer, and call duration. Additionally, with the increased visibility into performance that the Verint software provides, management and staff can regularly measure performance against goals, as well as take corrective action as needed based on actionable insights.

Benefits: Improved scheduling and call coverage

When you are in the automotive aftermarket and auto warranty business, being responsive to customer needs is quintessential. Leveraging Verint’s software, APCO has continuously been able to effectively manage its growing workforce and call volume. This included a period of significant expansion, when the company went from one to three contact centers.

APCO deployed Verint Workforce Engagement solutions to support its goal of improving scheduling and call coverage to ensure 95 percent of calls are answered in 45 seconds. The company ultimately bested this goal – with 98 percent of all calls answered in 30 seconds or less.

“Within one month of deploying the Verint software, we were able to even out our call volume and customer complaints related to speed-to-answer times completely stopped,” says Mark Reilly, telecommunications at APCO. “We’re now more effective at managing our contact center, as opposed to micro-managing it.”

Furthermore, the technology has helped create a positive and empowering work environment for APCO’s agents, helping to heighten agent retention. In fact, half of the company’s customer service representatives have been with the company for ten years or longer.