Call center ai · Production

Cresta reduces QM costs by 50% and lifts NPS 30 points at Brinks Home

The problem

Brinks Home had limited visibility across multiple contact center locations and BPO solutions running on various platforms, resulting in inconsistent customer interactions where different agents gave different answers. The complexity of managing multiple technologies made digital transformation difficult without a costly overhaul of their existing tech stack.

Workflow diagram · grounded in source
1
Customer contact via voice or chat
trigger
“Channel: Voice & Chat”
2
Cresta intelligence layer applied
ai_action
“Cresta acts as the transformative "intelligence layer," bringing unprecedented visibility and standardization to coaching and QM across hundreds of agents and multiple contact center locations”
3
Real-time agent coaching
ai_action
“With increased visibility into customer calls and the ability to coach in real time, Brinks Home is able to train agents far more effectively, ensuring that they have the knowledge they need at the moment they need it”
4
Cresta Insights call analysis
ai_action
“Armed with the knowledge about why customers are calling and which behaviors have the biggest impact with customers, Brinks Home has been able to radically improve first-call resolution (FCR)”
5
Auto QM and AI-driven coaching plans
ai_action
“With AI-driven coaching plans and the ability to implement auto QM, managers save hours per week, giving them critical time back to focus on more strategic initiatives. The team has also been able to cut QM costs by 50%.”
6
Dashboard visibility for managers
output
“Now with the Cresta dashboards, we're able to see what's really driving abnormal activity”
Reported outcome

After deploying Cresta, Brinks Home achieved a 30-point NPS increase, 50% reduction in QM costs, and improved first-call resolution from 30% transferred calls to 8%, a 73% improvement, while managers saved hours per week through automated QM and coaching.

Reported metrics
NPS increase30pt
QM cost reduction50%
First-call resolution improvement73% improvement
Call transfer rate (baseline)30%
Show all 9 reported metrics
NPS increase30pt
QM cost reduction50%
first-call resolution improvement73% improvement
call transfer rate (baseline)30%
call transfer rate (current)8%
annual cost savingshundreds of thousands of dollars
manager time savedmanagers save hours per week
average handle timeaverage handle time going down
overall call volumesoverall call volumes going down
Reported stack
CrestaCresta Quality ManagementCresta InsightsCresta Agent Assist
Source
https://cresta.ai/customers/brinks-home
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

After deploying Cresta, Brinks Home achieved a 30-point NPS increase, 50% reduction in QM costs, and improved first-call resolution from 30% transferred calls to 8%, a 73% improvement, while managers saved hours per w…

What tools did this team use?

Cresta, Cresta Quality Management, Cresta Insights, Cresta Agent Assist.

What results were reported?

NPS increase: 30pt; QM cost reduction: 50%; First-call resolution improvement: 73% improvement; Call transfer rate (baseline): 30% (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Customer contact via voice or chat → Cresta intelligence layer applied → Real-time agent coaching → Cresta Insights call analysis → Auto QM and AI-driven coaching plans → Dashboard visibility for managers.

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