Case Study: Yahoo achieves 10% customer service KPI improvement with Centrical

How Yahoo! Increased its Customer Service KPIs by 10% in Two Weeks’ Time

Yahoo, a global company operating call centers worldwide, sought to holistically improve its customer service by increasing key performance indicators like quality, satisfaction, and productivity without creating counter-productive competition among its agents. They partnered with the vendor Centrical to implement a gamification solution.

Centrical provided a flexible platform that integrated with Yahoo's existing systems, including Oracle RightNow, and was launched within four weeks. The solution used game mechanics tailored to different regions to boost team motivation and performance. The results were immediate, with a 10% increase in productivity and quality KPIs achieved within just two weeks of the solution's launch, while also maintaining high levels of employee engagement long-term.

Yahoo

Vikram Subramaniam

VP Customer Experience