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BPO Chat Program Cuts AHT by 5+ mins & Boosts NPS 39+ Points with SymTrain​

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Industry

Business Process Outsourcing

Challenge

The company’s technical support chat program suffered from low NPS, high AHT, and low sales conversion, putting customer satisfaction and revenue growth at risk.

Results

In the first month of using SymTrain, the chat program improved NPS by up to 39 points, cut AHT by over 5 minutes, and reduced response times, boosting efficiency, confidence, and customer satisfaction.​

Use Case

Onboarding

www.startek.com/
162.5%
Higher NPS
13.5%
Improved AHT
27.5%
Better Agent Response Time

For the first time, our new hires are matching the performance of seasoned production agents right from the start. It's a game-changer in efficiency and talent integration.

Christine Sudiacal

Site Manager

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About Startek

Startek is a global customer experience management company that delivers transformative solutions across diverse industries. Startek helps brands strengthen customer loyalty, improve operational efficiency, and create seamless, end-to-end experiences at scale.

The Challenge

The chat program faced pressing challenges that hindered its success.  Customer satisfaction scores, such as the NPS, were alarmingly low: 24.24% for Customer Service Representatives (CSRs) and 50% for Technical Support Representatives (TSRs).

Operational inefficiencies further compounded the problem:

  • High Average Handle Time (AHT): 14:53 minutes for CSRs and 22:20 minutes for TSRs, leading to customer frustration.
  • Low Sales Conversion: A mere 2%, reflecting missed revenue opportunities.
  • Underwhelming First-Call Resolution (FCR): Struggling to meet industry benchmarks.

The Solution

Over 1.5 months, SymTrain enhanced training for CSRs & TSRs by implementing key interventions to close skill gaps. Automated onboarding expedited training for new hires, while immersive role-play simulations offered real-world experience. AI-driven assessments provided actionable feedback, fostering continuous improvement and allowing agents to adapt while ensuring operational continuity.

The Results

Screenshot 2025-08-26 135051Additionally, agents felt well-prepared for customer interactions, with reduced training time leading to improved team performance. Role-play simulations were particularly effective in boosting confidence and readiness for real-world challenges.

The implementation of SymTrain significantly improved customer satisfaction, operational efficiency, and agent confidence for this global BPO’s chat program. Cost savings were reinvested for further optimization, leading to faster proficiency and revenue growth. Thanks to SymTrain, they achieved impressive gains in efficiency and satisfaction.

Let SymTrain show you measurable results.

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