Case Study: Itel boosts employee engagement and performance with Centrical

Itel achieves 97% platform engagement with Centrical

itel, an international award-winning business process outsourcing provider, partnered with Centrical to improve employee engagement and performance for their client, a leading travel and hospitality brand. The challenge was to enhance the performance of agents handling inbound voice customer care and reservation services for both regular and VIP lines of business.

Centrical implemented its platform to boost engagement through personalized learning, coaching, and recognition. The solution provided an integrated, data-informed way to monitor and improve individual agent performance, including real-time quality assurance audits from every call. The results were significant, including a 97% platform engagement rate within nine months, a 95 VoC score against a 93 target, and 95% average handle time adherence. Centrical also facilitated the sending of over 4,000 coaching tips and nearly 2,000 congratulatory kudos.

Itel