top of page
Customer Experience & Service Excellence
Telecom
Diagnostic maps a 233-agent team behind a 14 out of 100 CSAT to root-cause writing gaps
61%
14/100
At elementary writing proficiency
Historic CSAT at baseline
The challenge
CSAT had crashed to 14 out of 100, driven largely by poor written customer interaction across service, technical and support teams relying on ad-hoc writing styles.
The approach
An AI-driven Email Pro diagnostic combining multiple-choice and live-writing evaluation benchmarked over 200 employees on clarity, tone, accuracy and professionalism.
The result
78% of employees fell below professional writing standards, and the diagnostic correlated writing deficiencies with complaint spikes to enable targeted capability uplift.
A US telecom operator
bottom of page