Case Study: British Columbia Lottery Corporation achieves automated QA and 220% NPS increase with Tethr

How BCLC automated QA and improved agent performance

The British Columbia Lottery Corporation (BCLC) struggled with a high‑effort, low‑impact QA process: three full‑time CX staff and six team leaders manually audited calls and chats (covering less than 1% of interactions), producing little statistically valid or actionable feedback and no way to turn raw data into improvement plans. To address this, BCLC implemented Tethr’s conversation intelligence platform in late 2021.

Tethr automated scoring of every phone and chat interaction with a custom QA scorecard, dashboards and a Tethr Effort Index so supervisors could spot patterns, isolate problem behaviors, and coach agents more precisely—avoiding hires and reportedly paying for itself three times over. As a result, BCLC saw measurable gains: 220% increase in NPS scoring, 56% decrease in difficult calls, a 7‑point rise in CSAT (plus 16% increase in advocacy and 21% better expectation setting), while enabling team‑level and executive insights for ongoing improvement.

British Columbia Lottery Corporation

Martin Lampman

Director of Customer Care Operations