Pulse in Action: Real Results from The Tony Group’s BDC Team

In this episode of Volie Rally, Jake Davis sits down with Hannah Herd, BDC Manager at The Tony Group in Hawaii, to talk about how Pulse by Volie has changed the way her team approaches call quality assurance. Before Pulse, reviewing calls could take up to 30 minutes each, making it hard to coach in real time or address guest concerns quickly. Now, with instant transcriptions, sentiment filters, and flagged calls, Hannah can identify issues faster, provide targeted coaching, and recover guest relationships almost immediately. She explains how these tools have improved first-call resolution, strengthened collaboration across departments, and built a more confident, proactive team. From catching a recall misunderstanding before it cost a customer to creating more effective training sessions, Hannah’s story is a clear example of how Pulse delivers measurable results and elevates the customer experience.