Boosting Agent Efficiency And Coaching Effectiveness
26 Jun 2025 • 0 min read
How Vanie’s CSAT Analytics Helped A Leading BPO Service Provider Improve Agent Performance By 43%
Established in 2006, this global BPO service partner is headquartered in Florida, USA, and operational across the Philippines, India, Ukraine, South Africa, and Argentina. Recognized as a trusted partner for call center operations, it specializes in delivering customer support solutions for the e-commerce, travel, hospitality, and telecommunications industries.
Key Challenges
Despite its strong presence in the market, the organization faced multiple operational inefficiencies:
- Lack of clear guidelines and inefficient processes leads to poor customer interaction.
- Traditional coaching results in performance gaps.
- Limited Real-time support lacks proactive probing and leads to missed sales opportunities.
Results Delivered
Business Impact
Vanie uses CSAT insights to streamline agent coaching, address performance gaps, and improve customer interactions. It provides structured real-time feedback and assistance to enhance engagement and reduce missed sales opportunities with effective probing and personalized communication. This enhances service quality and speeds up FCR rate, leading to higher CSAT scores and operational efficiency, ensuring consistent, high-impact CX.
Client Perspective
With Vanie, our agents are handling customer interactions proactively. Instant insights and guidance help agents understand customer needs clearly and deliver faster, more personalized communication, resolving issues efficiently. CSAT insights strengthen agent’s confidence, streamline workflows, and elevate CSAT score, making every conversation more impactful.
45 min