Educational Service Provider Boosts QA Evaluations by 67%

A leading educational service provider supporting post-secondary institutions set out to transform its contact center Quality Assurance (QA) program. The organization serves thousands of students across undergraduate, master’s, and doctoral programs (both online and on campus), helping ensure every interaction reflects the institution’s commitment to service excellence.

As student expectations evolved and the need for seamless digital experiences grew, leadership recognized that their legacy QA tools could no longer keep pace. They needed a solution that would bring consistency, insight, and transparency to their quality program. They needed a solution capable of empowering their agents and elevating the student experience.

The QA team’s legacy system relied heavily on manual processes. Agents were tracking metrics through Excel spreadsheets and using outdated reporting software that frequently crashed, lacked accessibility, and offered limited visibility into performance trends.

This fragmented approach created major inefficiencies. It was difficult to determine which calls to evaluate, leading to inconsistent agent assessments and limited opportunities for targeted coaching. As a result, the QA program was often viewed as disciplinary rather than supportive, fueling frustration among agents and diminishing confidence in the process.

When the team faced a costly software upgrade that would still not address these core issues, leadership saw a critical inflection point. They needed a modern, data-driven platform that could streamline QA operations, deliver actionable insights, and help reposition QA as a strategic function driving both agent engagement and student satisfaction.

The results of this long-standing partnership have been exceptional. The company saw a 250% increase in customer satisfaction (CSAT), signaling a significant improvement in the quality and consistency of its customer experience. Alongside this, automation increased by 225%, a leap that drove more than $20 million in total savings. These outcomes reflect not just operational efficiency gains, but also the success of a collaborative, hands-on approach to workforce management.rnrnBy aligning strategy with execution and insights with action, Calabrio helped the brand unlock major performance improvements while reinforcing its commitment to premium service and global scalability. What began as a need for guidance evolved into a highly productive, multi-year partnership—one that continues to fuel growth and efficiency in a highly competitive retail environment.