Case Study: O2 Slovakia improves customer satisfaction with Staffino

Long-term CX Improvement From Agent Variation Analysis

Staffino worked with O2 Slovakia, a telecommunications company, to improve overall customer satisfaction across its call centre operation of 80+ agents. The challenge was to systematically manage service quality and identify where agent performance was affecting the customer experience.

Using Staffino Standard Feedback and Staffino CSAT, O2 Slovakia implemented fully automated feedback collection via SMS and email with API integration, followed by CSAT measurement after each interaction and variation analysis on agents. Staffino’s solution gave supervisors access to customer feedback on their teams, helping them fine tune processes and spot agents who needed improvement. The case study reports a 4% to 7% satisfaction difference for the best 25% of agents and a 16% difference for the worst 25%, showing clear performance variation that Staffino helped make visible and actionable.

O2 Slovakia