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ISP.net: From Limited Manual QA to Full Visibility, Proactive Coaching, and Enhanced Customer Support

From Blind Spots to Breakthroughs: How isp.net Streamlined Coaching, Eliminated 52+ Days of Manual Work, and Gained 900% More Visibility into Agent Performance with MiaRec.

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How isp.net Achieved a 900% Increase into Agent Performance Visibility, Streamlined Coaching, and Saved Over 52 Days of Manual Work with MiaRec

With a commitment to providing exceptional service and innovative, reliable internet solutions, isp.net is a Las Vegas-based Internet Service Provider that transformed its contact center operations with MiaRec’s AI-powered Conversation Intelligence—enhancing the customer experience and driving greater operational efficiency. Aldo Guzman, System QA Analyst, and his team have replaced manual call evaluations with automated quality assurance, delivering insights that are driving measurable improvements across the board, resulting in:

900%

Increase

in performance visibility across the organization

52+

Days Saved Annually

by automating call evaluations.

100%

Coverage

of relevant customer calls now automatically evaluated

The Challenge: Limited Visibility and Scalable Feedback Loop

Before MiaRec, isp.net was challenged with limited visibility into customer interactions and subjective call evaluations; challenges common to many contact centers. 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 behavior were minimal, and opportunities to enhance the customer experience were missed.

Results: Tangible Improvements in Call Evaluations, Agent Coaching, and Customer Insights

With MiaRec AI, isp.net’s agents are empowered to take control of their performance—receiving 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 behaviors 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
ispCallCoverage

About isp.net

isp.net is a Las Vegas-based Internet
Service Provider that transformed its
contact center operations with MiaRec’s
AI-powered Conversation Intelligence—
enhancing the customer experience
and driving greater operational
efficiency.

Headquarters:
Las Vegas, NV

Challenge

Limited visibility into customer calls due to a fully manual QA process resulted in inconsistent coaching, subjective evaluations, and minimal improvement in agent performance and customer experience.

Solution

With MiaRec Auto QA, isp.net automated call evaluations, achieving 100% coverage of relevant calls, surfacing actionable insights, enabling personalized coaching, and saving over 52 days of manual QA work annually. Using MiaRec Sentiment Analysis and MiaRec Voice of the Customer (VOC), isp.net proactively flags at-risk customers for timely retention outreach. Additionally, isp.net can assess the ROI of marketing efforts by tracking billboard mentions in customer calls, thanks to MiaRec’s Topic Analysis.

“Now agents are able to go back and become self proficient… They're able to look at the feedback MiaRec AI gives to them and look at why it's being given to them.”
isp.net logo
Aldo Guzman

System QA Analyst, isp.net

Automated Coaching That Never Misses a Call

In addition to empowering agents to self-review their call recordings with personalized AI-driven improvement recommendations on every call, managers now conduct weekly reviews of individual and team performance trends, enabling more consistent, targeted coaching that enhances reliability and strengthens team collaboration.

This operational shift has also led to significant time savings. What once required 40 hours of manual QA is now redirected toward strategic coaching—saving over 52 days annually and allowing isp.net to focus on delivering long-term value to our customers.

Preserving Customer Relationships: Identifying Customer Concerns in Near-Real-Time

ispCustomerCycleWith MiaRec, isp.net is able to deliver exceptional customer service by proactively addressing customer concerns before they escalate. By leveraging Sentiment Analysis and the new MiaRec Voice of the Customer (VOC) feature, which automatically evaluates customer satisfaction, isp.net can flag negative interactions early and take immediate action. This capability helps isp.net increase positive customer experiences, strengthen relationships, and reduce service cancellations.

These high-risk calls are routed directly to a retention manager for timely follow-up, helping isp.net preserve customer relationships and reduce churn. This proactive approach empowers isp.net to deliver exceptional customer service and strengthen the customer experience, even in challenging situations.

Driving Smarter Marketing Decisions with Conversation Data

MiaRec is also helping isp.net assess the impact of its newly launched marketing efforts. Specifically, isp.net is focused on increasing brand awareness within its service area. By tracking how often callers reference billboard ads or promotional materials using MiaRec’s Topic Analysis, isp.net can evaluate marketing ROI and tailor campaigns accordingly. The isp.net team has also been able to review previous months of call data and has noticed that callers are mentioning their billboard advertisements.

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Future Plans: Deeper Trend Analysis & Personalized Coaching at Scale

Looking ahead, isp.net plans to expand its use of MiaRec’s capabilities to analyze agent performance across larger data sets, helping identify common trends and areas for additional training. This approach will allow isp.net to create tailored training modules based on individual agent needs, support more efficient onboarding, and strengthen overall agent development.

Why MiaRec? A Platform and Team That Truly Partnered

isp.net evaluated platforms based on accuracy, scalability, and the ability to customize to their needs. What set MiaRec apart?

For isp.net, it was not just the technology, it was also the team behind it. The MiaRec team stood out for their attentiveness and, most importantly, their willingness to adapt the platform to isp.net's evolving priorities. From onboarding through ongoing optimization, MiaRec continues to collaborate closely with isp.net, offering tailored recommendations and support to fine-tune the solution as needs evolve.

“Your team has been extremely amazing and super open to working with us.”
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Aldo Guzman

System QA Analyst, isp.net

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