Itel, an international, award winning business outsourcing customer experience partner partnered with Centrical to support their client, a leading travel hospitality brand to improve employee engagement and performance for their inbound voice customer care and reservation services for regular and VIP lines of businesses. Itel HQ: Jamaica Employees: 6,000
“Our partnership with Centrical has allowed us to create an environment where employees feel engaged, motivated, and empowered to provide exceptional customer experiences using innovative technologies and personalized strategies that allow us to tailor our employee experience to individual goals."
Delivering the best employee experience for client success. Itel now has an integrated, data-informed way to monitor, asses, and improve individual agent performance and success rates as well as provide coaching and training support as needed.
Since deployment, 4,010 coaching tips have been sent, 20% of those have been solely focused on performance improvement (top KPIs were VOC resolution and conversions).
1,960 congratulatory kudos have been sent to reward and recognize high performers.
Itel is looking forward to implementing team-wide challenges to increase friendly competition among agents within a line of business and to adding a virtual store where awarded points can be redeemed to further reinforce KPI attainment and encourage the delivery of exceptional results.