CSAT Turnaround

 A BPO was struggling with declining CSAT and lacked visibility into the root causes across member support calls. Their business was actively being transitioned to other providers who were achieving CSAT goals.

SupervizeAI conducted deep analysis of sentiment, empathy, hold time, and resolution behaviors across all member calls. The platform surfaced key breakdowns and automatically routed coaching opportunities based on emotional cues from members and service missteps. 

Over a 90-day period, CSAT scores increased by 14 points, while average handle time dropped by 3%. Agents reported feeling more supported, and managers were able to intervene early with personalized feedback that made a measurable difference.