Case Study: Largest Canadian Providers achieve higher agent productivity and rapid ROI with nGUVU's nGAGEMENT

Largest Canadian Providers - Customer Case Study

Largest Canadian Providers, one of Canada’s largest BPO and independent call center providers with over 2,000 employees across nine sites, wanted to improve employee engagement, team collaboration, and agent performance while integrating easily with existing systems and operations. The company turned to nGUVU and its nGAGEMENT gamification solution to help agents stay focused on individual performance goals and core contact center objectives.

nGUVU implemented nGAGEMENT, a game-based platform using gamification, machine learning, and behavioral analytics to motivate agents through competition, recognition, and collaboration. In the first four weeks, adherence points increased by 215%, saving about 40 minutes per agent per day and reducing load factor by 9.5%; for 55 agents, this translated into nearly C$140,000 in annual gains or cost avoidance and ROI within two months.