Case Study: Microsoft boosts call center productivity with Centrical

Microsoft boosts call center productivity 10% with Centrical

Microsoft Corporation, serving its B2C customers through a global network of outsourced call centers, faced a challenge in ensuring consistent service quality and agent engagement. They sought to motivate thousands of agents, improve proficiency, and reduce behaviors like avoiding calls, turning to Centrical's employee performance platform for a solution.

Centrical implemented a solution using gamification, personalized microlearning, and real-time performance management as part of Microsoft's "Making Agents Great" initiative. This led to a measurable 10% increase in productivity (more calls per shift), a 12% drop in absenteeism, and a dramatic rise in agent awareness and application of new information from 23% to 89%.

Microsoft Corporation