Case Study: Advantage Reserve Achieves 100% Call Coverage with MiaRec

Advantage Reserve is a hospitality contact centre specializing in reservations and guest services.

The Challenge

Prior to MiaRec, Advantage Reserve struggled to scale quality assurance across their 50,000+ monthly call volume. With only 10% of interactions manually evaluated by an outside vendor, one unfamiliar with the unique details of each property, it was difficult to accurately assess agent performance.

The process was also resource intensive. The internal QA team dedicated 20 hours per week to reviewing calls and compiling performance reports to support coaching efforts.

Despite these efforts, the absence of robust reporting tools hindered the team’s ability to act quickly on performance trends and make decisions based on analytics.

Another challenge involved incomplete transactions, often caused by agents not fully adhering to the call-flow. These issues occurred up to 10 times per month and, in some cases, led to reservations not being properly finalized, which posed risks to customer satisfaction and the brand’s reputation.

As a result, many operational decisions were based on incomplete information, which limited coaching effectiveness, impacted customer satisfaction, and left service gaps and revenue opportunities undetected.

Without full visibility into every interaction, Advantage Reserve struggled to ensure compliance with brand standards and deliver a consistently exceptional customer experience.

Key Challenges

• Limited Coverage – Missed Performance Gaps. Only 10% of calls were reviewed, making it impossible to accurately measure or improve agent performance.
• Manual QA Was Time-Consuming Without Delivering Insights – The internal team spent 20+ hours weekly on QA, yet lacked the tools to act on trends quickly.
• Incomplete Transactions Were Costing Revenue and Trust – Errors in call-flow resulted in up to 10 incomplete transactions per month – directly affecting CX and brand reputation.
• Decisions Based on Incomplete Data Left Risks Unaddressed – Without full visibility into conversations, key issues went undetected and unresolved.

Results

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 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.

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.

“Beyond improved QA scores, we’ve seen better agent engagement, shorter resolution times, and an overall increase in guest satisfaction scores.

Our training has also become more targeted and effective, thanks to the visibility MiaRec provides.” – Arianni Bryant, Quality Assurance Training Manager at Advantage Reserve.

This blog post has been re-published by kind permission of MiaRec – View the Original Article

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About MiaRec

MiaRec is a global provider of Conversation Intelligence and Auto QA solutions, helping contact centers save time and cost through AI-based automation and customer-driven business intelligence.

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Author: MiaRec
Reviewed by: Rachael Trickey