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RoadVantage Uses CallFinder to Ensure Contact Center Consistency

May 03, 2018 by Morgan Pulitzer

BURLINGTON, Vermont, May 3, 2018 – CallFinder, a leading speech analytics solutions provider offering automated call monitoring and agent scorecard solutions, announced today that their contact center solutions were recently chosen by F&I product provider RoadVantage to improve its claims contact center. By implementing CallFinder, RoadVantage will gain more acute insights into all agent-customer interactions in order to gain a precise knowledge of individual agent performance. The value of CallFinder will help RoadVantage achieve its mission of providing a better customer experience in claims services.

RoadVantage was founded in 2011 by IAS Co-Founder and 30-year veteran Garret Lacour. It is the fastest growing F&I provider in the industry, thanks to its commitment to both innovation and providing a superior customer experience. RoadVantage offers exclusionary programs and more comprehensive coverages than any other F&I provider. With a focus on first-call resolutions and a proven record of 98% of its claims being approved in 7 minutes or less, RoadVantage’s dedication to ensuring consistently excellent service from its contact center is well-established.

“We are pleased to be incorporating CallFinder speech analytics technology to aide in making our claims contact center the best in the industry,” says Director of Claims and Contact Center Operations Frank Diaz. “Our business has been growing exponentially, and we knew we needed a solution that guaranteed consistency and exceptional customer service in how our processes and claims services were delivered.  We did our research and chose CallFinder after concluding that the solutions they provide are robust, easy to implement, and allow for customization, and we are already seeing results on agent performance and compliance from our investment.”

CallFinder has been routing, tracking, recording, and processing hundreds of millions of phone calls since 1990.  Its rapid call indexing technology and intuitive user platform allows for thousands of phone conversations to be scanned in seconds. Implementing CallFinder in its claims contact center will allow RoadVantage to gain a deeper understanding of how its agents are performing, as well as more accurately capture the voice of the customer. These insights will lead to more effective efforts in both agent coaching and making informed strategic business decisions, all with the intent of creating a seamless customer experience.

“It is a privilege to be working with the RoadVantage team as they use CallFinder’s quality monitoring and analytics to support their high levels of service and customer support. It’s clear that RoadVantage is thinking ahead in planning and managing their rapid growth in a competitive market meeting customer expectations. CallFinder is committed to supporting RoadVantage in its mission of maintaining its contact center operating at peak performance,” says Cliff LaCoursiere, VP of CallFinder.

About RoadVantage, Inc. RoadVantage is the fastest growing F&I provider in the industry. With a team that leverages technology and a streamlined approach, RoadVantage is setting new standards for performance, with exclusionary programs providing the most comprehensive coverages available anywhere in the industry today. RoadVantage offers a full portfolio of ancillary products through certified agents and is headquartered in Austin, TX with regional offices in Boston, MA; Dallas, TX; Phoenix, AZ; and St. Augustine, FL. Visit http://roadvantage.com/ to learn more.

About CallFinder CallFinder® is a leading provider of SaaS speech analytics technology and automated call scoring solutions that are powerful, affordable, and easy to use for small and medium size businesses looking to improve agent performance, automate quality monitoring, and provide a superior customer experience. Businesses use CallFinder to gain visibility into the voice of their customers, monitor script compliance, enhance workforce training, manage quality assurance, analyze and improve business processes, and discover revenue opportunities. Speech analytics and scorecard solutions from CallFinder can be applied in businesses across a wide range of industries including retail & wholesale, healthcare, travel, finance and banking, insurance, manufacturing, utilities, education, and more. Learn more at https://www.mycallfinder.com.

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