Case Study: isp.net Achieves a 900% Increase in Performance Visibility With MiaRec

With a commitment to providing exceptional service and innovative, reliable internet solutions, isp.net is a Las Vegas-based Internet Service Provider.

Challenges

Before MiaRec, isp.net was challenged with limited visibility into customer interactions and subjective call evaluations; challenges common to many contact centres.

Only 5–10% of calls were being evaluated due to a fully manual QA process managed by a single QA manager, making it both time-consuming and inconsistent.

Coaching was reactive rather than proactive, typically triggered only by major issues. As a result, improvements in agent behaviour were minimal, and opportunities to enhance the customer experience were missed.

Results

With MiaRec AI, isp.net’s agents are empowered to take control of their performance, receiving near real-time, personalized feedback that supports customer-first service, resulting in a 900% increase in the number of calls reviewed.

Today, 100% of relevant customer calls are automatically evaluated, excluding only brief or spam interactions, giving agents the tools to review and learn from their calls, promoting accountability and continuous growth.

The shift to Auto QA allows the isp.net team to:

• Detect behaviours such as agents talking over customers
• Identify missed steps in call scripts
• Surface patterns across departments or individual agents
• Deliver personalized insights into agent performance
• Provide nearly instant, actionable feedback that agents can use to self-correct

Reviewed by: Rachael Trickey