Case Studies

Delivering Empowering Employee Experiences for Leading Travel & Hospitality Brand

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

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97% Platform engagement rate within the first 9 months of launch
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95 VoC score out of a target of 93
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95% AHT adherence
“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."


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Engagement Boost employee engagement through personalized learning and coaching.
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Quality Assurance Identify gaps take real-time action with QA audits that are taken from every call.
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Recognition Create friendly competition, promote high achievement, provide positive reinforcement .

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.

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