Case Study: Centricity achieves 15% higher CSAT and 16% fewer callbacks with Sharpen

Centricity improves CSAT by 15% and reduces callbacks by 16% with Sharpen

Centricity, a home warranty and insurance provider, needed to replace its legacy Avaya phone system with a flexible cloud contact center platform from Sharpen. Their challenges included the need for omnichannel customer communication, better reporting, integration with their core systems, and a solution that could support future remote work models.

By implementing Sharpen's omnichannel platform and its Performance Tiles feature for real-time metrics, Centricity empowered its agents with actionable, agent-controllable data. Sharpen's solution enabled effective remote management and coaching, focusing on metrics like Active Contact Resolution. The results included a 15% improvement in CSAT, a 16% increase in contact resolution, a 16% reduction in callbacks, and a 12% decrease in hold times.

Centricity