Call Center Case Study; AAA Michigan

Posted: 11/19/2014 - 15:46 | Inova Solutions

AAA was founded for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles.  The business has grown to over 50 million members strong while providing valuable membership services such as roadside assistance, all types of travel-related services, and a variety of insurance and financial products and services.  The customer service call centers at AAA Michigan rely on the Dearborn, Michigan-based command center to manage call volume and maintain appropriate staffing levels. With over eight million incoming calls that needed to be routed to 900 agents in three call centers, the command center needed better insight into their real-time queue metrics. AAA Michigan decided to reach out to Inova Solutions for help.

"The display alerts us to struggling skill sets, helps us maintain correct
staffing levels for each skill set, and lets us know when to start pulling
the necessary triggers to get assistance."
                                                          - Unnati Patel, Workforce Manager

AAA Michigan worked with Inova Solutions to implement a real-time data reporting and digital signage solution to inform workforce managers of current operational conditions. At a glance, managers could now monitor the number of calls in queue and real-time staffing levels, so that they could most efficiently route calls and manage technology and human resources.  AAA Michigan also uses the Inova system to monitor service level throughout the day and determine if any operational adjustments need to be made. 

With products and services from Inova Solutions, AAA Michigan’s workforce managers can now access real-time metrics that help them keep their call centers running smoothly. AAA Michigan’s command center has seen a 5% improvement in service level since implementation of the Inova real-time data reporting solution.

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