Together, Sitel Group and the healthcare client determined the path to increasing NPS scores directly correlated with an increase in ASAT scores.
Sitel’s teams designed a custom associate-recognition program and implemented it across all three sites in the campaign. The program strategically increased communication among and across teams driving engagement and better alignment with the client’s brand.
NPS scores increased by 5%
Quality increased by 4%
Overall ASAT scores increased 3%
Enhanced communication between sites