Desafíos

Delivering consistent customer experience at scale required more than SLA tracking. The organization faced behavioral and operational challenges that directly impacted service quality and reliability.

The company struggled with:

• Inconsistent first call resolution (FCR) and fluctuating quality audit scores across teams

• High average handle time (AHT) caused by uneven skill levels and disengagement

• Chronic attendance and absenteeism issues, affecting staffing and SLA adherence

• Errors in back-end processing functions such as claims, transactions, and data validation

• Limited motivation for agents to develop multi-skill proficiency across tools and processes

• Lack of transparent performance visibility, weakening trust between agents, team leaders, and management

These challenges increased rework, escalations, and operational stress while impacting employee morale.

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Personas involved

The initiative impacted a broad spectrum of operational roles:

• Customer Support Agents: Handling inbound voice and digital interactions

• Back-End Processing Teams: Managing claims, transactions, and data accuracy

• Team Leaders & Supervisors: Coaching agents and monitoring performance

• Quality Analysts & Trainers: Auditing interactions and driving skill improvement

• Operations Managers: Ensuring SLA adherence and workforce stability

• HR & Engagement Teams: Driving recognition, motivation, and retention programs

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The solution

To shift from compliance-driven monitoring to behavior-led motivation, the organization implemented Xoxoday Empuls as a unified engagement, recognition, and performance visibility platform.

The solution was designed around key operational use cases:

• First call resolution and quality incentives: Agents achieving high FCR and CSAT scores were recognized through performance-linked rewards, turning quality benchmarks into aspirational goals rather than audit checkpoints.

• Average handle time optimization: Balanced scorecards rewarded agents who maintained efficient call handling while meeting customer satisfaction standards, reinforcing speed without compromising quality.

• Attendance and reliability programs: Attendance-based recognition encouraged consistent shift adherence, improving workforce reliability and reducing last-minute staffing gaps.

• Accuracy recognition for back-end operations: Data and claims processors were rewarded for error-free performance, reinforcing precision and reducing costly rework and client escalations.

• Multi-skill proficiency and process versatility: Upskilling programs recognized agents who mastered multiple processes, tools, or queues, building a more agile and flexible workforce.

• Transparency and trust through dashboards: Real-time dashboards provided agents and leaders with clear visibility into performance metrics, strengthening accountability and trust across teams.

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Impact

The engagement-led performance framework resulted in strong service quality and workforce reliability gains:

• First Call Resolution (FCR) improved by 30–35%, driven by performance-linked recognition tied to quality benchmarks.

• Average Handle Time (AHT) reduced by 18%, while maintaining CSAT standards through balanced scorecards.

• Absenteeism declined by 25–28%, improving shift adherence and SLA coverage.

• Back-end processing accuracy improved by 20%, reducing rework and escalation volumes.

• Multi-skilled agent coverage increased by 22%, enhancing operational flexibility across queues and processes.

• Performance visibility accuracy improved by 90%, strengthening accountability and client confidence.

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Conclusion

By embedding recognition, visibility, and motivation into everyday operations, the BPO transformed its support organization from compliance-driven oversight to engagement-led excellence. Empuls helped align frontline and back-end teams around shared performance goals, reinforce reliability and quality, and build a more resilient workforce.

With a culture that rewards accuracy, accountability, and continuous improvement, the organization is now better equipped to deliver consistent service experiences while scaling operations sustainably.