Case Study: Frontier Communications boosts call center NPS engagement with Tsang Seymour

Frontier Communications boosts CSR engagement 60% in 1 week with Tsang Seymour

Frontier Communications faced a challenge after a major acquisition significantly expanded its call center operations. The company needed to reinvigorate its NPS ACE campaign to unify its frontline teams and improve customer satisfaction scores. The vendor, Tsang Seymour, was engaged to develop a fresh engagement strategy for this program.

Tsang Seymour's solution centered on an emotive campaign branded "Sm;)e", which used popular emoji imagery to shift the tone from directive to supportive. They implemented this through call center billboards, digital signage, and custom workstation screensavers. This approach led to a measurable increase in NPS scores by an average of 24% across the call centers and boosted CSR engagement by 60% within one week.

Frontier Communications