The Problem: A Crisis in Customer Experience 

At one of Latin America’s fastest-growing digital payment platforms, customer satisfaction scores were stuck at alarmingly low levels. Our BPO partner handling their contact center operations faced mounting pressure: 

• NPS of just 33.3 - far below industry benchmarks 

• Average handle times of 15+ minutes for credit limit inquiries 

• New agents taking 6+ weeks to reach full productivity 

“The transition from classroom training to live calls was brutal,” confessed one operations manager. “Agents would freeze when customers got emotional about credit issues. We needed a better way to prepare them for reality.” 

The Breaking Point 

The situation came to a head when: 

1. Customer complaints about inconsistent service jumped 40% quarter-over-quarter 

2. A competitor launched a similar credit product with better customer support. 

3. Employee surveys revealed 68% of new agents felt “unprepared” for live calls 

Traditional training methods (PowerPoint slides, shadowing, and script reviews) simply weren’t working anymore. 

The Solution: AI Coaching That Mirrors Reality 

The BPO partnered with SymTrain to bring in a revolutionary approach to agent development. Unlike the standard one-size-fits-all training, SymTrain’s AI Coaching platform created personalized development paths for each agent. 

As the training director shared: “The first time an agent used SymTrain, you could see the lightbulb moment. They finally understood what a good call sounded like.” 

The Transformation 

30 Days Later: 

• NPS improved from 41.68% to 57.1 

• Handle times dropped nearly 9% (saving $18/call) 

• Agent productivity increased 6.29% 

60 Days Later: 

• Customer complaints about credit issues fell by 62% 

• New agents reached proficiency 3 weeks faster 

• The program was expanded  

Why It Worked: The SymTrain Difference 

• Stress Inoculation: Agents practiced handling frustrated customers in a safe environment, reducing anxiety and boosting confidence. 

• Precision Training: SymTrain pinpointed each agent’s weak spots (e.g., 68% struggled with cross-selling). 

• Continuous Improvement: Monthly updates kept the training in sync with new products and policies. 

The Road Ahead 

The success has sparked plans to: 

• Expand to 200+ additional agents 

• Add AI coaching for quality assurance specialists 

Bring This Transformation to Your Team 

See SymTrain in action. Book a demo today!