Advantage Reserve: From 10% to 100% QA Coverage

Results: Full Visibility, Streamlined QA Process, and Improved Agent Performance

With MiaRec, Advantage Reserve now has visibility into 100% of relevant customer interactions through automated scoring and analytics. AutoQA has completely eliminated the need for external evaluators and dramatically reduced manual effort by streamlining their QA process, saving Advantage Reserve over 800 hours per year that QA managers now reinvest into personalized coaching and agent development.

MiaRec’s daily reports and weekly trend charts have become essential tools for monitoring individual and team performance. QA managers now deliver same-day feedback, while agents receive clear, actionable guidance. Weekly trend charts are shared with agents to inspire friendly competition among the team. Arianni Bryant, Quality Assurance Training Manager, uses these insights to develop customized one-on-one training sessions to enhance agent performance.

As a result, average agent scores improved from 73% to 85%—a 12% improvement. With an 80% benchmark for passing, this means the majority of agents are now meeting or exceeding expectations, raising overall performance and consistency across the team.

Recovering Revenue with Timely Insights and Proactive Coaching

Recovering missed sales opportunities is a top priority for Advantage Reserve—and an area where MiaRec has made a clear impact. Where conversion gaps once went undetected, the team can now quickly identify when a booking opportunity was missed and take action to follow up with potential guests. This capability has enabled them to recover reservations that would have otherwise been lost, directly maximizing revenue.

Because MiaRec pinpoints the exact moment a sale was missed within each call, QA managers can immediately coach agents—often within the same day—on how to improve their approach. This proactive, data-informed feedback ensures agents are better prepared for future interactions, increasing the likelihood of success on their very next call.

Increased Agent Accountability, Eliminating Incomplete Transactions

Advantage Reserve has also experienced a significant cultural shift toward agent accountability. Agents recognize that MiaRec’s AI-powered solutions provide reliable, objective performance evaluations—removing perceptions of evaluator bias and minimizing objections to low scores. This shift has fostered a culture of transparency, fairness, and personal accountability. As a result, agents are more receptive to feedback, viewing it as constructive and grounded in consistent, data-backed insights. This has led to measurable improvements in professionalism, adherence to procedures, and overall performance quality.

One standout result has been the complete elimination of incomplete transactions—a recurring issue that previously occurred up to 10 times per month. Thanks to greater accountability and stronger compliance with call flows, that number has now dropped to zero.

Every Guest, Every Time

At Advantage Reserve, delivering a consistent, high-quality experience to every guest, every time is more than a goal—it’s a core value embedded into the company’s culture. Agents are expected to treat each interaction with care, especially given the expectations of the luxury properties they serve.

MiaRec’s Sentiment Analysis plays a key role in reinforcing this standard by analyzing customer, agent, and overall sentiment. With these insights across all calls, QA managers gain a deeper understanding of how agents make guests feel. This enables more nuanced coaching on tone, empathy, and communication style. Trends in sentiment also allow managers to identify early signs of friction and resolve them proactively.

This level of emotional intelligence training at scale helps ensure that even the most transactional calls feel personal—building trust and elevating the guest experience, every time.