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Case studies

Measured results from teams that analyze every call

No vague success stories. Each case study below documents the operational problem, the deployment, and the metrics that moved — from QA coverage to handle time to regulator complaints.

Customer case studies

Meridian Trust Bank

banking520 agents

Meridian Trust Bank moved from 2% to 100% QA coverage and cut compliance escalations by 38%

Meridian Trust Bank's quality team was manually reviewing fewer than 2% of its 410,000 monthly calls, leaving compliance exposure and coaching decisions to chance. With Homayar reviewing every call, the bank reached full QA coverage in eight weeks, reduced compliance escalations by 38%, and gave supervisors a shared, evidence-based view of every conversation.

2% → 100%
QA coverage
-38%
Compliance escalations
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Northbridge Health Network

healthcare340 agents

Northbridge Health Network reduced appointment scheduling errors by 41% and lifted patient satisfaction 9 points

Northbridge Health Network's patient access center handles 180,000 calls a month for scheduling, billing, and referrals — and had no systematic way to find where calls went wrong. Homayar's issue detection identified scheduling-error patterns within the first month, helping the team cut booking errors by 41% and raise patient satisfaction scores by 9 points.

-41%
Scheduling errors
+9 pts
Patient satisfaction (access center)
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Velora Telecom

telecom900 agents

Velora Telecom cut average handle time 14% and identified churn-risk calls worth $2.1M in saved annual revenue

Velora Telecom's 900-agent support operation was measured almost entirely on speed, with no visibility into why handle times varied threefold across teams. Homayar's analysis found the real drivers — broken troubleshooting flows and unflagged cancellation intent — cutting AHT by 14% while surfacing churn-risk calls that retention teams converted into $2.1M of saved annual recurring revenue.

-14%
Average handle time
$2.1M
Saved annual recurring revenue from churn-risk queue
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Atlas & Shield Insurance

insurance410 agents

Atlas & Shield Insurance shortened claims-call resolution by 22% and cut complaint-to-regulator cases by half

Atlas & Shield's claims contact center was fielding rising complaint volumes with no way to see which conversations were going wrong until customers escalated to regulators. With Homayar scoring every claims call and flagging at-risk interactions the same day, the insurer cut formal regulator complaints by 50% and shortened claims-call resolution by 22%.

-50%
Formal regulator complaints
-22%
Claims-call resolution time
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Cardinal & Rowe

retail450 agents at peak

Cardinal & Rowe lifted CSAT 9 points and onboarded 300 seasonal agents to full proficiency 40% faster

Omnichannel retailer Cardinal & Rowe triples its support team every holiday season, and quality historically collapsed with the surge. Using Homayar's coaching and scoring across every call, the company brought seasonal agents to proficiency 40% faster, lifted CSAT 9 points year over year, and turned peak season from a quality risk into its strongest quarter.

+9 pts
CSAT (peak season, year over year)
6 weeks → 3.5 weeks
Seasonal agent time to proficiency
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Your numbers could be next

Every engagement starts with a baseline of your current QA coverage and call metrics — so the improvement is measured, not claimed.

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