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

+30%

96%

First-time complaint resolution

Reached intermediate proficiency

The challenge

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

The approach

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

Diagnose your capability gaps

The result

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

A global IT services firm