In utilities, conversion and compliance ride on the same call.
In energy, utilities, and home services, the verification step, the appointment conversion, and the cancellation save all happen mid-conversation. QEval scores every call for the compliance and the conversion a 2 percent sample never sees.
What a utility call actually carries.
Every service and retention call is a compliance step, a conversion moment, and an operational signal at once. A 2 percent sample sees almost none of it.
Verification gets skipped under pressure
Identity and account verification slips on busy days, and you find out in an audit. One operator was verifying correctly on under half its calls before it could see them all.
Appointments and saves are won on the call
A cancellation accepted without a save attempt is revenue gone. The probing and rebuttal that would have kept the customer were missing, and a sample never heard it.
Repeat contacts and truck rolls have drivers
Unclear appointment windows and unresolved issues bring the same customer back and send avoidable trucks. The cause is on the call.
The best closers do something specific
Star reps probe, handle objections, and use urgency well. Without scoring every call, that playbook stays locked in a few people.
What QEval hears on a single service call.
One routine cancellation call. This is the difference between a 2 percent sample and 100 percent coverage.
The same calls, finally read in full.
Verification and disclosures on every call
Identity verification and required disclosures are checked across 100 percent of calls at 95%+ recall. One operator lifted verification compliance from 47.9% to 87.2%.
Compliance and redaction →Sentiment and NPS, brand by brand
Sentiment, ease, and NPS are scored on every call and split by brand. A multi-brand energy provider lifted NPS 28 points overall, with brand-level gains of plus 51, plus 11, and plus 5.
Customer intelligence →Conversions and saves you are leaving on the call
Appointment conversion and cancellation saves are surfaced on every call. A utility operator drove $1.186M in direct conversion lift and improved its cancellation save rate 17 points.
Revenue intelligence →Why handle time and repeat calls climb
AHT, repeat-contact, and truck-roll drivers are clustered automatically. The energy provider cut repeat contacts 40 percent, and the utility cut AHT 7.7% with $834K in capacity and save value.
Auto QA →The star-rep playbook, coached to everyone
Probing, rebuttal, and urgency are scored to the moment and turned into a playbook. The utility lifted probing compliance 24 points and rebuttal rate 13 points.
Coaching and performance →Your data never leaves to an outside model
Account and personal data are redacted before any model runs, and the Mixture-of-Experts model is built and run in-house. Nothing trains a third-party AI.
Security and trust →Multi-brand utility and home-services operator: A multi-brand utility and home-services operator ran QEval® across 133,000 calls from 67 agents in 19 states, scoring 100 percent instead of a sample. Verification compliance rose from 47.9 percent to 87.2 percent, probing compliance rose 24 points, and the cancellation save rate improved 17 points. The documented 180-day impact was $2.02M, split between $1.186M in direct conversion lift and $834K in capacity and save value, with average handle time down 7.7 percent.
Multi-brand energy provider: A separate multi-brand energy provider raised retention 27 percent, cut repeat contacts 40 percent, and lifted NPS 28 points overall, with brand-level gains of plus 51, plus 11, and plus 5.
Outcomes attribute to the organizations, anonymized at their request.
What QEval helps you evidence.
QEval documents adherence across every interaction. It surfaces and records; it is the evidence layer your compliance team uses, not a substitute for legal counsel.
Account and identity verification checked before any account action, on 100% of calls, with the moment attached as evidence.
Recorded-line notice and consent language flagged when missing, across every call rather than a sample.
Unauthorized plan or service changes raised in the conversation are detected and routed for review.
Urgency and promotional claims monitored for accuracy, so a misstatement surfaces before it becomes a complaint.
Relay and reasonable-accommodation handling monitored across interactions.
Complaint signals detected and routed in real time, with a full audit trail from score to the words that triggered it.
QEval surfaces, scores, and documents adherence to your policies and applicable regulations. It does not provide legal advice, and the items named here are illustrative of what QEval helps you monitor, not a complete compliance checklist.
Utilities lives in compliance, conversion, and operational intelligence.
Quality and compliance is the floor. The value compounds in customer experience, conversion and saves, and the handle-time drivers, all read from the same calls.
Questions compliance and operations ask.
Can QEval confirm the verification step happened?
Yes. Verification is checked on 100% of calls, with the moment attached as evidence. One operator lifted verification compliance from 47.9% to 87.2% once it could see every call.
Does it help with saves and appointment conversion?
Yes. Probing, rebuttal, and save behavior are scored to the moment. A utility operator drove $1.186M in conversion lift, improved its cancellation save rate 17 points, and lifted probing compliance 24 points.
We already have QA from our CCaaS. Why add QEval?
CCaaS-native QA typically scores a small sample at 65 to 70% accuracy. QEval scores 100% of calls at the 94%+ contractual SLA and reads beyond compliance into conversion, retention, and operational drivers, where most of the value sits.
How fast can this be live?
30-day deployment, contractual. The utility operator documented $2.02M in 180 days, and the documented customer-average is ROI in 120 days, with 60-day exit rights.
Bring us a week of your service calls.
We will score a real sample of your appointment, billing, and retention calls and show you the verification gaps, the missed saves, and the capacity your current program is not catching.