Tantangan

The organization faced increasing pressure to balance service quality, cost efficiency, and employee retention.

• Inconsistent CSAT performance, with limited reinforcement for top-performing agents

• Low first-call resolution rates, leading to higher ticket volumes and operational overhead

• SLA breaches during peak volumes, impacting contractual compliance and client trust

• Escalation fatigue, with senior agents handling complex cases without structured recognition

• Knowledge gaps across teams, slowing issue resolution and increasing dependency on senior staff

• High early-tenure attrition, reducing training ROI and destabilizing support operations

These challenges made it difficult to sustain service excellence at scale.

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Personas involved

• Customer support agents (voice, chat, email)

• Senior support specialists and escalation managers

• Team leads and quality analysts

• Customer success managers

• HR business partners and operations leaders

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Larutan

Xoxoday Empuls was implemented as a unified recognition and performance engagement platform across all India-based support centers.

• Performance-linked recognition: Empuls automated rewards tied to CSAT, FCR, and SLA metrics, ensuring timely and unbiased recognition.

• Real-time appreciation: Spot awards enabled managers to instantly recognize exceptional service, escalation handling, and client feedback.

• Knowledge-sharing incentives: Contributions to internal knowledge bases were tracked and rewarded, accelerating resolution consistency across teams.

• Lifecycle-based engagement: Automated onboarding milestones ensured early-tenure employees felt supported and valued from day one.

• Revenue-enabling recognition: Upsell and cross-sell wins identified by support teams were recognized, reinforcing value-driven behaviors.

• Engagement analytics: Dashboards gave leaders visibility into participation, performance trends, and retention impact across locations.

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Impact

The support engagement transformation delivered measurable results across service quality, efficiency, and retention:

• 28% improvement in CSAT scores, strengthening client satisfaction and retention

• 35% reduction in first 90-day attrition, improving training ROI and team stability

• 22% increase in first-call resolution rates, reducing repeat tickets and escalations

• 30% faster ticket resolution times, driven by SLA-linked incentives

• 40% increase in knowledge base contributions, improving team-wide productivity

• Measurable revenue uplift from support-led upsell and expansion opportunities

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Conclusion

By aligning recognition directly with customer outcomes, Empuls helped the ITes organization transform its support function into a high-performing, retention-driven, and revenue-aware team. Continuous, performance-based appreciation strengthened service quality, reduced early attrition, and enabled support teams to deliver consistent excellence at scale.