How America's Largest Lighting Retailer Transformed Their Contact Center Operations
1000Bulbs.com, America's largest lighting retailer with over 27 years in the industry, partnered with Invoca to revolutionize their contact center quality assurance process. Here's how they illuminated the path to better customer service.
The Challenge
The company's quality assurance process was struggling under the weight of manual review limitations. Contact center managers could only evaluate a small fraction of their thousands of weekly calls, resulting in time-consuming assessments that were vulnerable to human bias. This made it nearly impossible to identify meaningful coaching opportunities or ensure consistent customer service across all interactions.
The Game-Changing Solution
Implementing Invoca brought three major innovations to 1000Bulbs.com's contact center:
AI-Powered Call Scoring The platform's automated evaluation system revolutionized their QA process, reducing review time from two days to mere hours. By implementing separate scorecards for new and existing customers, the system ensures that each customer interaction is evaluated based on appropriate criteria, recognizing that a decade-long customer requires different handling than someone discovering the brand for the first time.
Smart Call Summaries Instead of managers spending hours listening to lengthy recordings, Invoca's AI generates concise summaries of each call. These digestible snippets allow managers to review calls in 30 seconds rather than 10 minutes, making it feasible to identify genuine coaching opportunities and provide meaningful feedback to agents.
Engagement Through Gamification The platform transformed quality assurance into an engaging competition that drives performance improvement. Weekly recognition emails celebrate top performers, while internal leaderboards foster healthy competition among agents. This systematic approach to recognition has created a more motivated team eager to deliver exceptional customer service.
The Impact
The transformation has been remarkable, as Steve Perry, Senior Product Manager at 1000Bulbs.com, explains: "Invoca helps us ensure our agents hit the right talking points for each persona and give them top-tier experiences that lead to sales." Beyond the dramatic reduction in QA time, the platform has enabled truly personalized customer experiences while creating a more engaged and motivated team.
The success extends beyond the technology itself, with 1000Bulbs.com particularly praising Invoca's outstanding customer support team. Their dedicated customer success manager ensures the platform is optimized for their specific needs, providing expert guidance every step of the way.
