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How a Fortune 500 Telecom Partnered with SymTrain to Boost NPS from 5.26 to 73.35

Automate-coaching-1

Industry

Telcom

Challenge

A major telecom company supported by Startek faced a customer experience crisis. Their Net Promoter Score sat at 5.26, well below industry benchmarks, driving churn and undermining revenue growth. Agent confidence was at an all-time low, and traditional training methods weren’t delivering results.

Results

With SymTrain’s AI coaching platform, NPS skyrocketed to 73.35 in record time, shattering the original target of 45. Agent confidence improved, churn decreased, and leadership gained measurable ROI on training.

Key Product

AI Coaching

68.09
NPS Growth
100%
Agent Confidence Recovery
30 min
To See It in Action

“We set an ambitious target of reaching an NPS of 45. With SymTrain, our agents blew past it and hit 73.35. The shift in customer loyalty and agent confidence has been game-changing for our business.”

VP of Operations

Telecom

futuristic-smart-city-with-5g-global-network-technology

About your Customer

This Fortune 500 telecom giant, supported by Startek, serves millions of customers across the globe. Their success depends on delivering seamless experiences in highly competitive markets where customer loyalty can swing quickly.

The Challenge

Despite scale and brand recognition, their contact center operations faced collapsing customer satisfaction scores. An NPS of 5.26 put millions of dollars of potential churn risk on the line. With an ambitious goal to hit 45, they urgently needed a training solution that could transform agent performance.

The Solution

SymTrain provided AI-powered coaching simulations that mirrored real customer interactions. Agents practiced in a safe environment, received personalized coaching, and gained actionable performance insights. Managers used real-time analytics to close gaps fast. As Startek’s leadership noted, this wasn’t another generic training program – it was a transformation engine.

The Results

  • NPS jumped from 5.26 to 73.35, blowing past the 45 target

  • Customer loyalty and retention measurably improved

  • Agent confidence rebounded, creating a stronger frontline culture

  • ROI was evident, with customer experience metrics directly tied to revenue impact

Ready to Transform Your Customer Experience?

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