Case Study: Webhelp achieves 50% faster agent proficiency and 6% reduction in short-term absence with Centrical

How Webhelp turns engaged and proficient employees into its competitive edge

Webhelp, a global business process outsourcer with 55,000 employees across 35 countries, needed to boost engagement, accelerate learning and reduce absenteeism and churn—especially as its growing Millennial and Gen‑Z workforce expected faster, more engaging development. Onboarding dips in CSAT and longer handle times showed Webhelp required a better way to sustain service quality while helping agents ramp up quickly.

Webhelp deployed Centrical’s platform—combining real‑time performance dashboards, advanced gamification and personalized microlearning—to reinforce training, provide instant feedback and reward progress. The results: agents reach proficiency twice as fast (50% faster), short‑term absenteeism fell by 6%, engaged users score up to 10% higher on CSAT and resolve issues about 20% faster.

Webhelp

Fredrik Jakobsson

Global Program Development Manager