Case Study: Global Consumer Electronics Company achieves 10% reduction in agent attrition and 18% increase in agent productivity with SAP Sales Cloud

Global Consumer Electronics Company Increases Agent Productivity and Reduces Attrition with CallidusCloud ServiceMotivate

A global consumer electronics company that sells gaming hardware, software and digital content to tens of millions outsourced customer service across four contact centers (about 1,000 agents). High agent attrition and limited, delayed feedback left employees unclear about expectations and performance—“What’s the campaign? What do I have to do?”—driving hiring and training costs and limiting management visibility into who was performing well.

The company deployed CallidusCloud ServiceMotivate — a gamification layer integrated with ClickTools and Salesforce Service Cloud — to provide real‑time dashboards, transparent KPIs, recognition and friendly competition. After a successful pilot and rapid rollout to 500+ agents, the program drove measurable gains: a 10% reduction in attrition, an 18% lift in agent productivity, 4% higher overall CSAT (9% for chat), and up to a 27% improvement in data quality in pilot metrics, while increasing transparency and agent engagement.