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Customer Success Story
First American Home Buyers Protection Corporation Profile
First American Home Buyers Protection (FAHBP) offers comprehensive warranty coverage on all standard home systems and appliances. FAHBP prides itself on providing fast and friendly customer service and is available 24/7.
Business Challenge
Needed a full-time call recording and quality management solution primarily for liability management, quality assurance, and training purposes at its call center locations in Santa Rosa, California, and Odessa, Texas.
Solution Overview
FAHBP implemented VPI CAPTURE, the most intelligent, flexible call and data interaction recording solution available today, along with VPI QUALITY, the industry’s most powerful Quality Management (QM) solution. These award-winning solutions were integrated with FAHBP’s Avaya Communication Manager using Avaya Communication Manager Application Programming Interface.
Significant Benefits
Successful resolution of liability management issues; Improved quality assurance and training; Cohesive enterprise collaboration; Improved employee morale, performance and retention; Increased revenue; Stronger competitive advantage.
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First American Home Buyers Protection Increases Efficiency and Profitability with VPI's Intelligent Recording and Quality Assurance solution

FAHBP implements VPI's full-time call recording and quality management solution and improves liability management, call quality assurance and training.

"VPI was the only vendor that could meet our specific customer's requirements and within the tight timeframe as well. No other vendor was able to provide an integrated and all encompassing solution like VPI could! VPI's solution has been operating smoothly and its ongoing consistency continues today."

- Patrick Hogan
First American Home Buyers Protection Corporation

Business Profile

First American Home Buyers Protection (FAHBP), a division of The First American Corporation, offers comprehensive warranty coverage on all standard home systems and appliances. The company prides itself on providing fast and friendly customer service and is available 24 hours a day, every day of the year, to take service calls. FAHBP has a large network of certified, insured contractors throughout the nation. In 2006, the company saved homeowners over $119 million in home repair costs. For more information, visit http://homewarranty.firstam.com.

Challenge

First American Home Buyers Protection (FAHBP) needed a full-time call recording solution primarily for liability management, quality assurance, and training purposes at its call center locations in Santa Rosa, Calif., and Odessa, Texas. The company’s original call recording system did not capture 100 percent of the call centers’ telephone sales interactions with warranty holders. In the case of a dispute, there was no recourse other than to refer warranty holders to their contracts, which often didn’t result in a positive customer experience. Effective agent quality evaluation was also difficult to achieve because the company’s Quality Assurance department only had samples of each agent’s calls. With regard to one-on-one training, supervisors had little to work with when it came to providing agents with real-life examples of call handling techniques. The company’s inefficient selective call recording system simply didn’t provide enough data from call recordings from which to derive a constant source of positive and negative sales call handling examples.

Solution

The FAHBP Renewal Sales Division chose a Customer Contact solution featuring the VPI CAPTURE interaction recording solution and VPI QUALITY quality management software. FAHB integrated these applications with Avaya Communication Manager using the Avaya Communication Manager Application Programming Interface. The integrated Avaya/VPI solution allows FAHBP to record all customer interactions – not just a sampling – and to store these recordings on the company’s server in electronic digital format. By capturing all customer interactions, FAHBP can refer to those recordings for liability management during disputes with warranty holders that include a “he said, she said” conflict, and also share the recordings via email with anyone in the organization for quality assurance and training purposes. FAHBP’s Renewal Quality Assurance department is using the recordings to reinforce sales training sessions with individual call center agents to improve overall agent performance. Call center supervisors use the recordings on an “as needed” basis to conduct one-on-one reviews with call center agents, focusing on the agent’s strengths and weaknesses during all sales interactions with warranty holders.

Significant Benefits

Resolved liability management issues. The VPI CAPTURE interactions recording solution integrated with Avaya Communication Manager has put an end to FAHBP’s issues with regard to sales liability management. The company can now easily resolve customer complaints by simply retrieving and playing back the pertinent sales call. In addition to virtually eliminating the possibility of costly litigation, this also has increased customer satisfaction and retention.

Quality assurance and improved training. Gaining the ability to review all sales calls — as opposed to just random sampling — has allowed renewal supervisors to improve agent training and, ultimately, the quality of service provided to customers. With access to full-time recording capabilities, FAHBP supervisors can focus on representatives who haven’t responded correctly to customer inquiries. They review sales calls to see if these poor interactions were isolated incidents or signs of a pattern indicating that a representative did not understand training sessions. "The Avaya/VPI solution has really benefited the development of our sales people," said Patrick Hogan, vice president of renewals. "With its full-time recording capabilities, there are tremendous benefits, such as improved training, increased customer service levels, and enhanced liability protection that just can’t be realized with sampling."

Enterprise collaboration. By using VPI Quality and gaining access to electronic files of calls and reports stored on a network server, FAHBP supervisors can circulate copies faster and more efficiently throughout the organization without leaving an inefficient paper trail.

Improved employee morale, performance and retention. FAHBP representatives have responded enthusiastically to one-on-one coaching and training when complete sales call recordings are used to review and identify their strengths and weaknesses. As a result, performance levels have risen and employee retention rates are at an all-time high. FAHBP senior managers also feel the Avaya/VPI solution plays a significant role in helping them make quicker determinations on whether or not an employee is a “good fit” during their introductory period (first 90 days) with the company. Recording all calls also allows for more in-depth evaluations when monitoring a representative’s progression during all interactions with customers. "We now have more customers calling in and asking to speak to a manager not to complain, but to say, ‘You’ve got such a professional, polite and friendly team,’" said Hogan. "We attribute that positive feedback to our ability to listen to our reps interacting with customers using the Avaya/VPI solution and ensuring procedures are being followed."

Increased revenue. Thanks to enhanced training and coaching, representatives are more focused on asking policyholders for new business at time of renewal. The result has been an increase in additional properties at time of renewal.

Competitive Advantage. FAHBP cites its Avaya/VPI solution as a competitive advantage due to the decrease in misrepresentations made to customers during interactions. Based on its competitive research, FAHBP’s Quality Assurance supervisors are sampling calls more actively than other companies in the industry and, as a result, requiring a stronger discipline from its representatives. "I’m excited because the combination of Avaya and VPI technologies has helped me strengthen my organization and make improvements in ways that weren’t possible in my 19 previous years in the renewal organization," said Hogan.

 

  • Improved employee morale, performance and retention. FAHBP representatives have responded enthusiastically to one-on-one coaching and training when complete sales call recordings are used to review and identify their strengths and weaknesses. As a result, performance levels have risen and employee retention rates are at an all-time high. FAHBP senior managers also feel the Avaya/VPI solution plays a significant role in helping them make quicker determinations on whether or not an employee is a “good fit” during their introductory period (first 90 days) with the company. Recording all calls also allows for more in-depth evaluations when monitoring a representative’s progression during all interactions with customers. "We now have more customers calling in and asking to speak to a manager not to complain, but to say, ‘You’ve got such a professional, polite and friendly team,’" said Hogan. "We attribute that positive feedback to our ability to listen to our reps interacting with customers using the Avaya/VPI solution and ensuring procedures are being followed."
  • Increased revenue. Thanks to enhanced training and coaching, representatives are more focused on asking policyholders for new business at time of renewal. The result has been an increase in additional properties at time of renewal.
  • Competitive Advantage. FAHBP cites its Avaya/VPI solution as a competitive advantage due to the decrease in misrepresentations made to customers during interactions. Based on its competitive research, FAHBP’s Quality Assurance supervisors are sampling calls more actively than other companies in the industry and, as a result, requiring a stronger discipline from its representatives. "I’m excited because the combination of Avaya and VPI technologies has helped me strengthen my organization and make improvements in ways that weren’t possible in my 19 previous years in the renewal organization," said Hogan.
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