IAA, an RB Global Inc Company, Drives 52% Reduction in Attrition with Five9

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IAA modernized its global contact centers to improve both customer experience and employee engagement. Five9 enabled intelligent routing, callback options, AI agents, and digital channels like chat and text. These changes reduced repeat calls, increased digital engagement by 300%, and cut agent attrition by 52%. Workforce and quality management tools improved scheduling, coaching, and performance visibility. The transformation created a more flexible, engaging work environment while delivering faster, more consistent service to buyers and sellers worldwide.

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IAA, an RB Global Inc Company, Drives 52% Reduction in Attrition with Five9

IAA, an RB Global Inc Company, Drives 52% Reduction in Attrition with Five9

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