Overview
Foundation Partners Group had no agent performance data, no QA scoring, and no standard operating procedures. By deploying RingEX with AI Conversation Expert (ACE), they moved to a data-driven coaching culture from the ground up, empowering representatives with immediate, automated QA feedback. This AI-driven strategy dramatically boosted quality assurance and increased customer satisfaction scores to 99% while generating massive localized profit gains.
Whenever we add a call center representative to a new market, we see an immediate profit increase of almost $100K a month. That growth happens simply because our team is better at the job, driven by the precise training and coaching they get from tools like ACE.
Brian Atkins
Call Center Representative Manager
About our customer
Foundation Partners Group, based in Orlando, Florida, has operated as a leading provider of funeral, cemetery, and end-of-life services since its establishment in 2010. The company partners with a network of more than 200 funeral homes, cremation centers, and cemeteries across multiple states, employing a centralized team of professionals and representatives who deliver compassionate care to families during moments of need.
The challenge: No data, no coaching infrastructure
Foundation Partners has grown to 8–9 markets with zero visibility into performance for their call representatives. Without metrics to evaluate agent quality, single out top performers, or establish coaching baselines, local teams operated without strategic direction and families received an inconsistent experience.
