TL;DR

Greyhound Recycling faced significant challenges manually reviewing thousands of sales calls daily. By implementing Voxjar, they automated quality assurance, increased agent performance scores significantly, and gained critical insights into competitors and customer retention.

About Greyhound Recycling

Greyhound Recycling, based in Dublin, is among Ireland's leading waste management companies, providing residential and commercial waste collection and recycling.

🎯 The Challenge

Greyhound previously relied on manual spot-checking, an inefficient and unreliable process inadequate for handling thousands of daily calls. This manual approach provided insufficient insights into agent performance and offered limited visibility into customer dissatisfaction and competitor threats.

🏆 The Solution

Greyhound sought an automated, data-driven solution and found Voxjar to be an ideal fit because of its customizable AI scoring, competitor tracking, and real-time API integrations.

Phase 1: Initial Adoption

Process before Voxjar: Manual reviews and spot checks provided inadequate visibility and insights.

Initial Setup: CTO Ronan McNulty quickly implemented Voxjar, integrating it via API into Greyhound’s existing data warehouse and Tableau BI system.

"Automation and integration were critical for us. Voxjar stood out because it gave us control over customization, allowed quick testing, and integrated seamlessly into our existing workflows."

Phase 2: Integration and Customization

• Tailored Scorecards and Dashboards: Created customized scorecards and dashboards to effectively monitor agent performance.
• Integration with External Systems: Set up triggers, such as competitor mentions and churn indicators, connecting directly to external platforms for proactive monitoring and rapid response.
• Ongoing Support: Continuous collaboration with Voxjar's team allowed for quick feature implementation and further refinements.

"With Voxjar, we're immediately alerted if competitors are mentioned during calls, allowing us to proactively respond before customers consider leaving. It’s turned reactive management into proactive opportunities."

✅ The Results

Key Metrics Achieved

Performance Improvement: Increased average sales agent QA scores from 70% to over 85%.

"Before Voxjar, agent performance was guesswork. Now we have clear visibility and can effectively target training exactly where it’s needed, dramatically improving quality."

Operational Efficiency: Automated processes significantly reduced the time and resources required for call reviews.

"With Voxjar, we've replaced inefficient manual call reviews. One AI solution does the work equivalent to multiple full-time staff. It’s highly cost-effective."

Competitor & Churn Detection: Proactively identified competitor mentions and customer churn risks.

"Voxjar helped us spot competitor mentions early, allowing us to quickly respond to threats. Without this automation, we'd only know customers were unhappy after they’d left."

Impact on Business

Operational Visibility & Efficiency: Managers gained rapid insights and precise control over agent training and operational decisions.

"Managers now see performance issues immediately and focus training exactly where it's needed, significantly raising our team's overall effectiveness."

Client Retention and Proactive Management: Enhanced early detection of customer dissatisfaction helped prevent churn.

"We’re proactively catching customers who might churn before they leave. Voxjar gives us timely, actionable insights we never had before."

⏭️ Future Plans

Greyhound Recycling plans to extend Voxjar usage into their customer care division, leveraging current successes to further improve customer support.

"Expanding Voxjar to customer care is a logical next step. We've seen how powerful it is on the sales side, so it’s an easy decision."

🏁 Conclusion

Voxjar significantly improved Greyhound Recycling's sales performance, operational efficiency, and competitive insights. With continued plans for deeper integration, Greyhound is positioned to leverage Voxjar’s capabilities for ongoing operational excellence.

"Voxjar has been a no-brainer—quick to implement, easy to customize, and invaluable for our business decisions. It’s made our sales team better, our managers smarter, and our operations more proactive."