call_center_ai · services · workflow
How Aptive Drove Over $2 Million in Customer Retention with Cresta's Real-Time AI
Aptive Environmental's contact center faced inconsistent call handling, limited supervisor visibility into agent performance, and poor quality management that undermined customer retention in a competitive market.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Inbound cancellation call
Customers call in for assistance, initiating the save and retention workflow.
Tools used
CrestaAgent AssistCresta's Hints
Outcome
Aptive generated $2.37 million in additional annual revenue, achieved a 9% increase in save rate on cancellation calls, improved empathy adherence from 33% to 79%, and supervisors can now review calls in under a minute.
What failed first
The previous QM process required supervisors to spend extensive time manually searching for individual calls, and the absence of real-time feedback left agents without in-call guidance during cancellation interactions.
Results
Time saved60%
Volume9%
Cost replaced$2.37 million
Running since2 years before publication
Grounding & classification
Source type: vendor customer story
41 fields verified against source quotes.
agent assistconversational aispeech to textcall recordingchat transcriptfailure mode describedhuman review describedmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedprofessional servicesaccuracy improvementcustomer satisfactioncycle time reductionemployee productivityrevenue increasevendor customer storycall center aicustomer supportquality assurancesales opsvoice call handling