Enhancing Engagement Through Effective Communication
12 Jun 2025 • 0 min read
How A Leading BPO Service Provider Enhanced Customer Engagement And Improved 32% CSAT Score With Vanie
Established in 2015 and headquartered in Delhi, India, this leading BPO service provider operates service delivery facilities in the Philippines, India, Ukraine, and South Africa. Strategically positioned across three continents, the client ensures exceptional customer service and technical support.
Key Challenge
Despite the client's strong position in the market, it faced several challenges that affected its operational effectiveness and CX.
- Ineffective issue resolution due to miscommunication led to customer frustration.
- Language barriers contributed to dissatisfaction and misunderstandings.
- Lack of personalized conversations and empathy negatively impacted customer experience, lowering CSAT.
Results Delivered
Business Impact
Vanie’s AI-powered CSAT analytics maximize BPO efficiency by automating QA and providing real-time agent assistance, enabling proactive customer engagement in real-time. Agents identify customer concerns instantly, deliver personalized communication, faster resolutions, and improved satisfaction. This approach strengthens service quality, refines communication strategies, strengthens customer loyalty, and drives revenue growth through data-driven decision-making.
Client Perspective
Customer expectations are constantly evolving, and with the Vanie CSAT solution, we understand customer needs and concerns. Our communication has become more proactive, engaging, and effective. This results in stronger customer relationships, improved CSAT score, and a significant boost in retention.
45 min