Flawless Execution Drives Huge NPS Improvement

Featured Industry:

One of the world’s leading providers of digital television entertainment services with 32 million customers in the U.S. and Latin America.

Solutions Utilized

The opportunity

NPS scores across the multi-provider enterprise were lower than desired. Sitel Group collaborated with our digital TV partner and set some aggressive goals — increase NPS scores and go above and beyond to create exceptional experiences for every customer.


Our solution

Sitel Group created a tailored 5-point plan to achieve the client’s goals across the multi-channel environment.

Client's Objectives

  • To be the leading partner in driving NPS results
  • Advocate for customers and deliver “WOW” experiences

Services Provided

  • Road Shows – coach, QA & site leadership
  • Elite Four Campaign – focus on training/coaching behaviors that impact customer loyalty
  • Bi-weekly promoter newsletter
  • Flawless Execution Project – agent attrition reduction
  • Site NPS branding

The results

NPS score improved by 90%
Quarter-over-quarter continuous improvement
6-month interval improvement

NPS score improvement

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