Case Studies

The Challenge:

A leading BPO brought CK Digital in to support a team of experienced agents who were suddenly underperforming. These agents had consistently exceeded KPIs on a previous high-volume tech support client, but after transitioning to a new upscale department store account, customer satisfaction scores dropped noticeably.

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What We Found:

The agents weren’t struggling with knowledge or systems. They were struggling with tone, empathy, and the shift from solving technical problems to representing a luxury lifestyle brand.

They were still responding like tech troubleshooters—fast, direct, and task-focused. But the new client expected a conversational, brand-forward experience that aligned with high-end customer expectations. The gap wasn’t in ability. It was in alignment.

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What We Did:

CK Digital led a rapid discovery and analysis effort, including side-by-side observation, call reviews, and calibration with both BPO leadership and the client’s brand team.

 

We delivered:

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• A custom behavior-based performance map aligned with the client’s tone and service standards
   

• A brand voice immersion session for frontline agents
   

• Scenario-based roleplay modules to help agents shift style and pacing
   

• A coaching toolkit for team leads to reinforce changes in real time
   

• Updates to QA rubrics that reflected both task accuracy and emotional connection
   

The Outcome:

Within 60 days, CSAT scores rose by 18%, call escalations dropped by 27%, and agent confidence improved across the team. The client renewed the contract and expanded headcount on the account.