Depending on the season, this home services provider’s 25 customer care agents field anywhere from 6,000 –10,000 calls per week from homeowners across 4 states. Most calls involve scheduling HVAC-related equipment installation and repair.
Challenge
After completing an on-site new-hire training period the company’s agents work remotely. Managing a remote agent staff presents a number of challenges, chief among them is ongoing training. Contact center supervisors need to ensure call quality and the customer experience agents deliver are consistent.
In a remote or hybrid contact center workplace opportunities for impromptu training and informal information sharing among agents are limited; therefore, scheduled training time needs to be productive and based on trainers’ ability to accurately evaluate real-world agent performance.
"Eleveo is intuitive – very user-friendly. I didn't need much training to get up and running with the Quality Management tool, and with all the different systems we have to use today that’s important. It’s nice to have one that's user friendly."
Quality Assurance Specialist
Solution
Once agents complete their in-house training and begin working remotely they return to the office for monthly quality reviews. Trainers utilize Eleveo’s Call Recording and Quality Management tools as the backbone of these training sessions.
Eleveo Call Recording automatically records and securely stores every call, and they’re easily retrievable — enabling the QA team to access actionable, teachable insights for their one-on-one training sessions with agents. Likewise, if a concern or question arises regarding a specific customer interaction supervisors can retrieve and listen to that call on their own and quickly take any necessary action.
The company’s QA managers also pull random calls and invite agents to listen to their own interactions — not for evaluation, but for self-awareness. Hearing their own tone, pacing, or unnoticed habits like mumbling under their breath gives agents valuable perspective. This practice encourages growth and helps refine the customer experience in a way that's personal and impactful.
Customer experience (CX) is about more than simply providing accurate information. With the Eleveo Quality Management tool’s automated call scoring feature QA managers can gauge agent empathy, engagement, and personalization. Eleveo automatically scores calls based on key qualitative behaviors, such as:
- Empathy – Essential when customers are facing frustrating issues, like service outages. Agents are expected to show genuine understanding and care in their responses.
- Engagement – Long silences create uncertainty and frustration for customers. Are agents keeping the customer informed throughout the call, reassuring them they haven’t been forgotten?
- Personalization and Branding – Using the customer’s name and incorporating brand identifiers at the beginning and end of the call creates a more connected and professional experience.
Results
Eleveo gives the company’s QA managers more than just visibility into customer interactions—it hands them the tools to elevate every conversation. They can dive deep into real calls, uncover insights, and use what they learn to boost service quality and tailor agent training.
By reviewing and using Eleveo to automatically score calls, managers gain the full picture of agent-customer exchanges, spotting coaching moments and identifying ways to improve – and they save time doing it. The impact? More consistent, high-quality service—and a better, more consistent customer experience.
"From an admin perspective, Eleveo has been rock solid. There’s not a lot of babysitting required and the support is great. When we do open a ticket, the Eleveo engineer answers back right away. It’s been awesome."
Senior Systems Engineer
Conclusion
In remote and hybrid contact center environments, delivering a consistent, high-quality customer experience depends on the ability to accurately assess and coach agent performance. This company meets this challenge in part by making Eleveo’s Call Recording and Quality Management tools a core part of its training and QA strategy.
These tools provide supervisors with critical insights into agent-customer interactions, enabling them to focus and individualize their coaching sessions. The result is smarter, metric-driven training that helps agents improve and ensures that every customer call supports and strengthens the brand.