Greyhound Recycling, an enterprise waste management firm handling thousands of daily calls, struggled to manually spot-check recordings to measure sales representatives against quality guidelines, leaving them blind to why customers were churning to competitors.
With Voxjar, they evolved from reactive spot-checking into a fully integrated intelligence operation. By detecting competitor mentions in real-time, they trigger automated MS Teams alerts and immediately launch proactive CRM marketing campaigns to defend their territories-all while boosting agent performance from 70% to 85%.
The Visibility Bottleneck and Competitor Blind Spots
Like many high-volume B2C call centers, finding insight across thousands of conversations daily was impossible for Greyhound's managers to do manually. The lack of visibility left leadership relying on guesswork to build training programs, and completely unaware of coordinated competitor attacks on their market share until customers had already canceled.
The Bottlenecks
- Manual 'spot checking' provided a highly inaccurate and biased sampling of the massive daily call volume.
- Blinded to competitor tactics, only finding out rival companies were targeting specific regions after losing the accounts.
- Lost critical proactive churn signals, discovering why customers left only after it was too late to save them.
- Could not objectively track which agents needed coaching or where to focus training efforts.
- Alternative solutions evaluated were either 'black-box' products lacking control, or required risky, lengthy development cycles.
"What we could find if there was a lot of competitors being mentioned in a particular area, we were able to see, okay, they're attacking us there... go on the offensive. Best defense and all that, go put out a door-to-door in that area to win back some of those customers."
Implementing a Call-Intelligence Ecosystem
By migrating away from a cumbersome manual review process, Greyhound Recycling implemented Voxjar to automatically score every interaction over two minutes long. They extended Voxjar's capabilities by deeply integrating its webhook data directly into their own IT architecture.
Automated Agent Scoring
Evaluating every interaction objectively to pinpoint exactly who needs training and where.
Microsoft Teams Feedback Loop
Low scores are automatically synced to management's Teams channels, linked with directly actionable summaries.
CRM Integration & Campaign Triggers
Auto-detecting mentions of competitor names or churn intent, pushing data via API into SharePoint and Dynamics CRM to kick off automated sales campaigns.
"It's giving that control and visibility and near real-time reporting to see where your problems are so you can start being more proactive... rather than the manual and onerous process."
From Costly Spot-Checking to Proactive Competitor Combat
A manual QA process that felt 'almost impossible' transitioned into a fully-automated asset. Today, Greyhound commands clear, granular visibility over team performance and leverages their CRM as an automated defense mechanism against competitor surges.
Key Breakthroughs
- Automated competitor-mention triggers to identify market threats in real-time.
- Boosted overall agent sales performance metrics by 21% using data-driven team leaderboards.
- Empowered sales managers to launch geographically-targeted marketing campaigns instantly upon competitor discovery.
- Replaced blind spot-checking with automated MS Teams feedback loops.
Data-Driven Coaching Delivers a 21% Performance Boost
Before Voxjar, management had to guess which agents needed help based on a tiny, random sample of calls. By scoring 100% of calls automatically, managers could pinpoint exact skill gaps and apply targeted coaching.
"We could see an increase and then you add training on top of that. And then, you know, we've gone from maybe a 70% average up to an 80, 85% average, which is huge."
Now, instead of hunting for bad calls, managers review comprehensive Tableau leaderboards that drive healthy competition among agents and validate their training efforts.
Transforming QA Data into Proactive Marketing
What started as a tool for QA quickly evolved into an advanced marketing engine. Greyhound leveraged Voxjar's webhook capabilities to trigger events across their enterprise infrastructure.
"The way we do it is we're using actions and I send it into an API I created and then I create a SharePoint list which is there then integrated with our dynamic CRM system to create sales campaigns off the back of that."
By tying Voxjar into Microsoft Dynamics and Teams, specific triggers like low sales scores or competitor mentions route instantly to the right departments without ongoing human intervention.
Detecting Competitor Threats and Resolving Churn
Greyhound was historically missing the vital "why" behind customer churn until after the damage was done. Voxjar was configured to actively listen for specific competitor names and churn-risk language.
"...complaints that were coming in... we were able to get those up quicker, faster and be able to action them in a proactive manner as opposed to finding out when it's too late."
This near real-time detection allows Greyhound to launch targeted, geographical defense campaigns the moment competitors attempt to move into their territories.
A Flexible, User-Friendly Alternative to the 'Black Box'
In their evaluation process, Greyhound's IT leadership heavily scrutinized the market. Competing platforms consistently failed to offer the necessary agility, demanding long development cycles or sealing away the underlying models.
"So the way that Voxjar is kind of set up, it really allows us to go in and customize or add a question or remove a question very quickly and easily, within a matter of minutes and we can test it."