Case Study: ECE Call Centers achieves improved agent performance and client transparency with Medallia Agent Connect

ECE and Stella Connect: How a Leading BPO Leverages Stella Connect

ECE is a BPO whose name stands for “Extraordinary Customer Experiences.” Tasked with delivering best-in-class service for a leading fintech client, ECE needed a way to motivate front-line agents, enable more effective coaching, and provide real-time transparency to the client—moving beyond traditional operational metrics to tie performance to actual customer feedback.

ECE partnered with Stella Connect to send post-interaction feedback requests and surface ratings, comments, and reward suggestions in real time via streams and dashboards to agents, team leaders, and the client. The program translates customer reward votes into monthly cash incentives (Stella Rating now makes up 60% of the CSR balanced scorecard), drives in-the-moment coaching and 1:1s, and gives the client agent- and team-level visibility—resulting in higher agent engagement, better alignment of compensation with client goals, continuous performance improvements, and improved customer experience.

ECE Call Centers

Chris Eisdorfer

President and Co-Founder