Customers: VSP

After using Click2Coach^® for several years, VSP, a trusted advisor in eye care benefits for more than half a century, decided to upgrade their system to include Envision Agent Desktop, Envision eLearning™ and reporting. Call center management believed quality monitoring was too audit-based, relying on "yes /no" grading rather than coaching. Envision's flexible solution enabled VSP to "slice and dice" agent and customer data to build information-rich reports that helped quality service representatives (QSRs) to identify opportunities to improve agent performance and customer experiences.

VSP estimates that they will receive a return of $266,000 in the first year as a result of time saved from reviewing calls at QSR desktops rather than separate listening rooms, efficiency driven within the AST audit process and automation of their evaluation system.

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"Enhancing our Envision system to improve our auditing and scoring processes has been enthusiastically received by our CSRs and supervisors. Our CSRs enjoy the flexibility and efficiency of reviewing evaluated calls at their desks, and they are more prepared for supervisor-led coaching sessions."

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