A direct-to-consumer insurance sales agency with over 1500 sales agents grappled with the challenges of building a more rigorous QA process to remain compliant with CMS regulations.

The case study highlights how ICAP, Provana’s speech analytics solution helped the agency improve its QA process with noticeable benefits:

• 100% call monitoring that automatically and objectively scores every single call made
• Increased QA efficiency with automation
• 360° coaching feedback to improve sales agents’ performance
• Consolidated Platform to track, review and set coaching programs from a single place