Retailer Improves CSAT to 85% & Reduces AHT by 18% with SymTrain

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Industry

Retail

Challenge

A major retailer faced declining CSAT scores and long handle times on inbound customer calls. Agents struggled to balance efficiency with empathy, leading to frustrated customers and missed performance goals.

Results

By implementing SymTrain’s AI Coaching, managers identified skill gaps and provided targeted coaching simulations. Within 4 weeks, CSAT surpassed the 85% goal, and AHT dropped by 18%, improving both efficiency and customer satisfaction.

Use Case

AI Coaching

85%

NPS

18%

Reduction in AHT

The interactions with AI customers inside each Syms made me feel like I was talking to actual customers. It helped me build self-confidence when talking to real customers and allowed me to do my job accurately.

Kristine Ramos

Agent

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About Startek

Startek is a global provider of customer experience solutions, helping brands deliver seamless and personalized support at scale. In partnership with a major retailer, Startek combined its CX expertise with SymTrain’s AI Coaching to drive measurable improvements in efficiency and service quality.

The Challenge

A major retail chain faced declining CSAT scores from inbound customer service calls, highlighting challenges in effectively meeting customer needs. Additionally, average handle times were too long, further impacting the customer experience. The retailer needed to quickly identify tools or training solutions that would help improve customer satisfaction while ensuring issues were resolved efficiently. The focus was on finding ways to address customer concerns promptly, with empathy and understanding, to restore strong customer satisfaction.

The Solution

Startek implemented SymTrain’s AI Coaching platform to address these challenges. The platform allowed managers to analyze customer interactions and identify agent deficiencies across various types of calls and inquiries. Based on these insights, managers could recommend targeted coaching exercises to help agents better understand customer issues, respond with empathy, and resolve problems more efficiently. The effectiveness of these coaching actions was then validated through individual agent performance. As agents applied the solutions more frequently, ongoing feedback and learnings created a continuous coaching cycle, driving sustained improvement.

The Results

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Retailer Improves CSAT to 85% & Reduces AHT by 18% with SymTrain​