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“We were only able to do about three evaluations per agent per month,” says Member Experience Project Manager Lisa Clark. “It was determined that that wasn’t providing enough value.”
The company eventually disbanded its QA team and relied on customer satisfaction scores and managers to do evaluations.
Stronger oversight for growing operations
However, as Trupanion’s operations grew, this setup became unsustainable. Without a scalable QA process, managers lacked visibility into agent performance, which made it difficult to spot broader patterns and provide structured support.
“We didn’t have insight into what the team members were doing unless we were ad hoc pulling calls,” says Clark. “That wasn’t really working for us.”
To fill this gap, Trupanion implemented Observe.AI’s Post-interaction AI, rolling out QA forms, Auto QA, and Moments to identify trends from customer interactions.
Streamlined QA and expanded coverage
Today, Trupanion has a dedicated QA lead who can handle more evaluations than the former large team could.
“With Observe.AI, she’s able to achieve even more than what previously required a larger team,” says Clark. “Alongside her manual reviews, Auto QA runs in the background and gives us richer insights and far more data to strengthen our quality efforts.”
This enables managers to review more sales and retention calls while reducing time-consuming manual work.
Generating important insights
Greater visibility into calls has also created new ways to coach and support agents. For example, Trupanion has introduced engagement workshops to teach agents how to remain fully present with customers. It also adjusted its success metrics so that key performance indicators better capture the efficiency and quality of interactions.
Importantly, Trupanion has addressed the challenge of customer cancellations. By giving its teams better tools, training, and strategies, the company has begun tackling the real drivers of cancellation. This helps agents confidently engage in meaningful conversations, address concerns directly, and strengthen long-term customer relationships.
“For example, in January 2024, we retained 20% of the customers who called to cancel. We were able to raise that to 25%,” shares Clark.
“Observe.AI certainly played a massive part in helping us understand where our opportunities were. It allowed us to more effectively target and coach agents on where they needed to improve.”
Consistency across teams
With employees working remotely across various locations, it’s a company priority to maintain consistent standards in handling customer interactions. Post-interaction AI has made this possible by providing shared evaluation forms and automating scoring.
“We also do call calibrations frequently with leaders using insights from Observe.AI, which has been really helpful,” says Clark. “We evaluate calls, discuss our assessments, and ensure alignment.”
This has standardized scoring across managers and clarified expectations for agents.
Instant access to feedback
Agents are likewise more engaged and accountable now that they can directly view their performance and receive feedback instantly.
As Clark adds, “They don’t have to wait for a check-in with their manager. They can see evaluations in real time—‘Oh, an evaluation just got completed! Let me go look at it!’”But maintaining consistent and high-quality customer interactions became more challenging when the company’s contact center teams moved mainly to remote work. It was no longer possible to coach agents by sitting next to them and listening to their conversations with customers. Limited quality assurance (QA) also left major gaps in oversight.
Interest in these new approaches is growing in other areas of Trupanion’s business. The business intelligence unit, for example, is looking to extract insights and identify opportunities to improve operations.
“They’ve been in the system a lot more over the last couple of months,” says Clark. “The fact that they can use an API to pull data themselves out of our Observe.AI platform, that’s something they’re very excited about.”
Other teams, including those managing promotional partnerships, are also keen to use Observe.AI.
“It will be interesting to see, as they start piloting the platform, how it helps improve their conversations with partners and supports the business,” adds Clark.
Learn how Trupanion transformed QA and agent performance with Observe.AI.
