A global IT services firm

First-time complaint resolution

Reached intermediate proficiency

First-time complaint resolution improved 30% and CSAT rose, with 96% of participants reaching intermediate proficiency and stronger client retention.

The result

A metrics-driven written-communication transformation for functional and support roles introduced BLUF and GRACE frameworks, monitoring each learner's output against business expectations.

The approach

Of 422 employees, 377 struggled to address written escalations from US premium clients, an 89% miss driving high volumes of avoidable escalations.

The challenge

96%

+30%

Customer Experience & Service Excellence

IT and ITeS

First-time complaint resolution up 30% as 377 agents level up on written escalations