Despite an already-impressive 60-70% Net Promoter Score (NPS), Idaho Central contact center leaders set three aggressive 2020 goals for its organization: grow NPS to 80-90%, improve quality assurance scores by half a percentage point and increase overall sentiment by 10%. That’s why contact center leaders knew they needed to quickly intervene when it was discovered the weekly, Excel-based “scorecard” email sent to agents wasn’t read by—or motivating to—most of them. To hit their 2020 goals, leaders needed a better way to make real-time quality and sentiment scores—as well as predictive NPS—available on-demand to all contact center agents and supervisors.

With actionable data and real-time analytics at their fingertips, Idaho Central contact center agents now can self-assess their customer interactions at any time, then autonomously improve their quality and service as needed, on their own. As a result of its predictive NPS and real-time dashboard deployment, Idaho Central grew positive NPS by 19%, to 92%. This achievement exceeded 2020’s set goal of 80-90% and increased by 104,000 the number of Idaho Central members who are NPS promoters—a particularly impressive feat considering the unexpected and above-average call volumes caused by COVID-19.