A leader in telecommunication services aimed to elevate its customer service experience by enhancing its performance scores. They sought to improve KPIs related to customer satisfaction, with a particular focus on the proficiency of Startek agents in addressing and resolving customer concerns.

Objective

The primary objective was to leverage artificial intelligence to augment agent performance by refining their knowledge and problem-solving capabilities, ultimately increasing NPS based on customer satisfaction with agent interactions.

Challenges

Before implementing SymTrain’s AI coaching platform, the company faced several challenges:

• Inconsistent customer satisfaction rates.
• Knowledge gap among agents which results in a lower problem resolution rate.
• Inadequate benchmark attainment, with KPIs falling short of the set goals.

KPI Definitions

• Overall Rep Satisfaction (ORS): Measures customer satisfaction with the agent’s assistance on a scale of 1 to 5.
• Resolution (RESO): Determines where the agent resolved the customer’s issue, with a binary “YES/NO” response.
• Knowledge Expertise (KE): Assesses the agent’s knowledge and expertise as perceived by the customer, rated on a scale from 1 to 5.

Solution

SymTrain’s AI Coaching platform was deployed to address these challenges by providing immersive training and real-time coaching, designed to enhance agent knowledge and problem-solving skills.

Outcomes

Following SymTrain’s deployment, there was a noticeable improvement across all KPIs:

Impact

This case illustrates the strategic impact of integrating SymTrain’s AI coaching into its training regimen. The swift and significant enhancements in KPIs reflect the platform’s efficacy in fostering a customer-centric culture and delivering on the promise of improved service quality.

What This Means for Your Telecom Business

Imagine if your contact center could:

• Eliminate the frustration of inconsistent service quality
• Turn knowledge gaps into competitive advantages
• Boost agent confidence while delighting customers
• Achieve benchmark performance that competitors struggle to match

The ripple effect: Better agent performance → Higher customer satisfaction → Increased retention → Revenue growth

The Speed of Transformation Matters

This wasn’t a slow, months-long improvement process. SymTrain delivered:

• Swift implementation with minimal disruption to operations
• Immediate skill application through AI-powered practice sessions
• Rapid KPI improvements visible within the first deployment period
• Sustainable results that continue improving over time

Ready to Transform Your Agent Performance?

Don’t let knowledge gaps and inconsistent performance drain your customer satisfaction scores. Join telecom leaders who’ve discovered the power of AI coaching.

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Why Telecom Leaders Choose SymTrain

Proven results across multiple customer satisfaction metrics
Fast deployment with immediate performance gains
Scalable solution that grows with your team
Industry expertise specifically designed for telecom challenges