in Career Connect pitches (475 → 974 calls)
actively pitching (51 → 62 reps)
in customer engagement
ISSA launched Career Connect, a hiring platform that links certified trainers with 15,000 partner gyms and 74,000 open roles, but lacked reliable visibility into how the sales team positioned it and whether it changed outcomes. The team relied on manual listening and anecdotes from a small group of reps.
"We are training the whole team on this product, and we wanted to know: if it is mentioned on a call, what was the outcome — purchase or not?" — Ben Chapman, VP of Sales
The existing approach had critical gaps: keyword searches missed variations like "hiring hub" and "proprietary platform"; pitch quality could not be measured; reporting was delayed by weeks; and product mentions could not be tied cleanly to conversion.
The stakes were high. ISSA invested heavily in Career Connect as a differentiator. Without clear impact on conversion, it was hard to justify further investment or tune the go-to-market plan.
Self-Serve Models;
Customer Insights
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Voiceops enabled ISSA to build an AI model that identifies Career Connect pitches across 100% of calls without code or engineering support. Spinning this up themselves would have required redirecting internal engineer resources or hiring another engineer, at a cost of tens of thousands of dollars at least.
Captures true product usage
"Career Connect goes by many names: hiring hub, proprietary platform, job guarantee. We needed to catch them all," noted Kurt Mangum, VP of Partnerships. Voiceops learned context — not just keywords — and detected job placement conversations regardless of phrasing.
Team-owned training and quality definition
Connor Ray, Director of Partnerships, and Kurt owned the model. They defined a proper pitch: mention Career Connect early; explain partner gyms; discuss local opportunities; and use the platform to overcome objections. The goal was to measure mention and quality so leaders could see whether reps were painting a real vision.
Between August and October, visibility alone drove rapid change. Mentions doubled, more reps pitched the product, and customer engagement rose.
Rapid adoption once measured
Mentions rose from 475 to 974 calls. Active reps pitching the product increased from 51 to 62. Coverage expanded while quality improved.
Data-driven pitch optimization
"Early hire" positioning increased from 22% to 35% after data showed higher engagement with more follow-up questions from prospects.
Cleaner pitch mix, higher engagement
Lifetime career support usage declined after low response rates. The refined mix produced a 3‑point rise in engagement.
By October, clear winners emerged. "Early hire/Hard selling" generated 132 information‑seeking responses, and "proprietary job platform" consistently sparked curiosity. Reps shifted toward what worked as they saw their own data, without a top‑down mandate.
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The 2× increase in mentions and the 3‑point lift in engagement validated Career Connect as a strategic bet. More important, ISSA now has proof for a key decision.
"This is our first product with a monthly subscription model. We are deciding whether to invest more or move on. The only reliable signal is how customers react on calls," said Ben.
The shift from anecdotal feedback to continuous data changed day‑to‑day operations. Managers can ensure the product is discussed, and the move toward "Early hire" messaging came from real engagement, not guesswork. Career Connect marks ISSA’s evolution beyond certification into ongoing career support, and now there is evidence that it resonates.
Voiceops ramps in just 2 weeks and delivers QA data you can rely on.
