Leader Telco Company Improved NPS by 67% and Cuts AHT by 27% with SymTrain

The Challenge

Teams from a leading mobile telecommunications company, faced significant challenges in delivering consistent, high-quality customer service across complex processes, including:

• New activations and add-a-line services
• Number porting operations
• Change of Responsibility (COR) procedures
• Complex customer issue troubleshooting (TPOP)

Key Performance Challenges:

• Low customer satisfaction scores, particularly negative TPOP NPS (-2.31)
• Inconsistent service quality across different process types
• Extended average handle times (15 weeks baseline)
• Need for improved agent confidence and process accuracy

The Solution

Symtrain was deployed as an AI Coaching and training solution providing:

• Real-time feedback during customer interactions
• Guided simulations tailored to specific process challenges
• Targeted coaching for complex scenarios
• Personalized learning paths based on individual agent performance

Implementation involved over 50 agents with results measured over one year post-deployment.

12 simulations were created over 4 complex scenarios (Change of Responsibilities, Add-A-Line, Porting, and Temporary Port Our Pin).

The Results

• Comprehensive Process Coverage: The implementation addressed all critical customer service processes, ensuring consistent improvement across the entire operation.
• Scenario-Based Learning: Real-world scenarios prepared agents for actual customer interactions, improving confidence and reducing errors.
• AI-Powered Personalization: Symtrain’s AI engine provided targeted coaching based on individual agent needs and performance patterns.
• Measurable Impact: Clear metrics tracking allowed for continuous optimization and demonstrated ROI. 

Customer Experience Transformation

• 67% increase in Overall NPS demonstrates significantly improved customer satisfaction
• TPOP processes saw the most dramatic improvement (+18.46 points), transforming a negative customer experience into a positive one
• Consistent improvements across all service types show comprehensive quality enhancement

Operational Excellence

• 27% reduction in Time to Proficiency without compromising service quality
• Improved agent confidence and competency leading to more efficient call handling
• Reduced training time and costs through AI-driven personalized coaching

Financial Benefits 

• Increased customer retention through improved satisfaction scores
• Reduced operational costs through improved efficiency
• Enhanced agent productivity and reduced turnover

The Symtrain implementation at Startek’s account for a major telecommunications provider demonstrates the transformative potential of AI Coaching in customer service operations. By providing personalized, real-time guidance and scenario-based training, Symtrain enabled agents to deliver exceptional customer experiences while improving operational efficiency.
The success of this deployment, with its substantial improvements in both customer satisfaction and operational metrics, establishes a powerful blueprint for AI-powered customer service transformation across the telecom industry.