{"id":12329,"date":"2023-09-07T17:25:29","date_gmt":"2023-09-07T11:55:29","guid":{"rendered":"https:\/\/www.worxogo.com\/?p=12329"},"modified":"2023-09-07T17:44:32","modified_gmt":"2023-09-07T12:14:32","slug":"how-a-global-outsourcing-giant-improved-its-nps-by-5","status":"publish","type":"post","link":"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/","title":{"rendered":"How a Global Outsourcing Giant improved its NPS by 5%"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"12329\" class=\"elementor elementor-12329\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4a9a726 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4a9a726\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-aaf3a64\" data-id=\"aaf3a64\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-741bd8d elementor-widget elementor-widget-heading\" data-id=\"741bd8d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.6.6 - 08-06-2022 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">Client Overview<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-46779a0 elementor-widget elementor-widget-text-editor\" data-id=\"46779a0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.6.6 - 08-06-2022 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#818a91;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#818a91;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>The global outsourcing giant serves companies across industries in 144 countries. Their team of 38k professionals handles 43 million transactions per month.<\/p><p>The company services one of the worlds largest vacation rental platform, among others.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e2ebc3b elementor-section-stretched bg02 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e2ebc3b\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-16929c8\" data-id=\"16929c8\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-179b1b1 elementor-widget elementor-widget-heading\" data-id=\"179b1b1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Key Challenges<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-1604f99 elementor-section-full_width container keychallengecontainer elementor-section-height-default elementor-section-height-default\" data-id=\"1604f99\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-3d8aef4 keychallengebox\" data-id=\"3d8aef4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4ac144b elementor-widget elementor-widget-image\" data-id=\"4ac144b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.6.6 - 08-06-2022 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"91\" height=\"91\" src=\"https:\/\/worxogo.xogoweb.com\/legacy\/wp-content\/uploads\/2021\/07\/Group-39.png\" class=\"attachment-large size-large\" alt=\"\" style=\"width:100%;height:100%;max-width:91px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d6ac9c elementor-widget elementor-widget-heading\" data-id=\"5d6ac9c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Improve Customer Satisfaction Score<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e2b508b para elementor-widget elementor-widget-text-editor\" data-id=\"e2b508b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"page\" title=\"Page 1\"><div class=\"section\"><div class=\"layoutArea\"><div class=\"column\"><p>The vacation rental process of the BPO wanted to improve customer satisfaction score.<\/p><\/div><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-defaf68 keychallengebox\" data-id=\"defaf68\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e66d26b elementor-widget elementor-widget-image\" data-id=\"e66d26b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"90\" height=\"90\" src=\"https:\/\/worxogo.xogoweb.com\/legacy\/wp-content\/uploads\/2021\/07\/Group-41.png\" class=\"attachment-large size-large\" alt=\"\" style=\"width:100%;height:100%;max-width:90px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-74260ae elementor-widget elementor-widget-heading\" data-id=\"74260ae\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Increase Adoption of Follow-Up Tracking Tools<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ec42c92 para elementor-widget elementor-widget-text-editor\" data-id=\"ec42c92\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"page\" title=\"Page 1\"><div class=\"section\"><div class=\"layoutArea\"><div class=\"column\"><p>The Customer service agents needed to efficiently use the follow-ups tracking software. This would help them \u00a0quickly identify issues in the customer experience that needed to be resolved immediately.<\/p><\/div><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-f8d70bb keychallengebox \" data-id=\"f8d70bb\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3a41175 elementor-widget elementor-widget-image\" data-id=\"3a41175\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"90\" height=\"90\" src=\"https:\/\/worxogo.xogoweb.com\/legacy\/wp-content\/uploads\/2021\/07\/Group-43.png\" class=\"attachment-large size-large\" alt=\"\" style=\"width:100%;height:100%;max-width:90px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e281c65 elementor-widget elementor-widget-heading\" data-id=\"e281c65\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Improve Net Promoter Score<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d62502 para elementor-widget elementor-widget-text-editor\" data-id=\"3d62502\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"page\" title=\"Page 1\"><div class=\"section\"><div class=\"layoutArea\"><div class=\"column\"><p>Improving Net Promoter Score would mean that the client was able to quickly adjust procedures to maintain customer satisfaction.<\/p><\/div><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-e8fb94d elementor-widget elementor-widget-text-editor\" data-id=\"e8fb94d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"page\" title=\"Page 1\"><div class=\"section\"><div class=\"layoutArea\"><p>The management wanted to improve the customer experience for the rental platform and raise its NPS by keeping their agents <em><strong>Engaged, Motivated and Productive.\u00a0<\/strong><\/em><\/p><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-09acfa2 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"09acfa2\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1f1f066\" data-id=\"1f1f066\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-04295f3 elementor-widget elementor-widget-heading\" data-id=\"04295f3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Nudge Coach Deployment<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-3383de5 container elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3383de5\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-2748c56\" data-id=\"2748c56\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9b4255e elementor-widget elementor-widget-image\" data-id=\"9b4255e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/worxogo.xogoweb.com\/legacy\/wp-content\/uploads\/2021\/07\/casestudy01.jpg\" title=\"casestudy01\" alt=\"casestudy01\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-96e8774\" data-id=\"96e8774\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9c08491 elementor-widget elementor-widget-text-editor\" data-id=\"9c08491\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"page\" title=\"Page 2\"><div class=\"section\"><div class=\"layoutArea\"><div class=\"column\"><p>The Customer Service team deployed worxogo Nudge Coach. Based on the Nobel prize-winning concept of Nudges, the coach nudges each customer agent to take the right actions to solve the customer queries as efficiently as possible.<\/p><p>worxogo Nudge Coach understands each agents\u2019 motivations and nudges them daily on their KPIs. These small yet deeply impactful nudges helped the customer service team fix customer pain points consistently.<\/p><p>worxogo Nudge Coach was integrated with the company\u2019s existing CRM. Daily personalized nudges helped the agents efficiently adopt and use the tracking application &amp; improve follow ups. Instant recognition and rewards through badges and points incentivized them to perform consistently in line with the customer engagement goals.<\/p><p>The team leaders and operations managers tracked individual agents\u2019 performance and could identify agents not doing well proactively and intervene at the right point. By helping the team leaders and managers focus on what\u2019s really important for each agent, Nudge Coach acted like a productivity wingman helping them improve customer interactions and increase the NPS.<\/p><\/div><\/div><\/div><\/div><p>The managers could track individual MRs\u2019 performance, quickly identify reps not doing well and intervene at the right point.\u00a0 By helping the managers focus on what\u2019s really important for each MR, Nudge Coach acted like a productivity wingman, resulting in higher revenues for the company.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-21fcaca elementor-section-stretched bg02 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"21fcaca\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3df5420\" data-id=\"3df5420\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-861dd3f elementor-widget elementor-widget-heading\" data-id=\"861dd3f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The Outcome<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-c842d8a outcomecontainer elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c842d8a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-7374ce4\" data-id=\"7374ce4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-66c954c elementor-widget elementor-widget-image\" data-id=\"66c954c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/worxogo.xogoweb.com\/legacy\/wp-content\/uploads\/2021\/08\/casestudycircle01.png\" title=\"casestudycircle01\" alt=\"casestudycircle01\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25e749b percent txtwhite elementor-widget elementor-widget-heading\" data-id=\"25e749b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1.5x<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1bee4b2 elementor-widget elementor-widget-heading\" data-id=\"1bee4b2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Higher Customer Satisfaction Score<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-a1e754f\" data-id=\"a1e754f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-112a95a elementor-widget elementor-widget-image\" data-id=\"112a95a\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/worxogo.xogoweb.com\/legacy\/wp-content\/uploads\/2021\/08\/casestudycircle02.png\" title=\"casestudycircle02\" alt=\"casestudycircle02\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0440b2 percent txtgreen elementor-widget elementor-widget-heading\" data-id=\"f0440b2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3.5x<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eb62ed5 elementor-widget elementor-widget-heading\" data-id=\"eb62ed5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Efficient Usage of Follow-Up Tracking Application\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-e8b7e1a\" data-id=\"e8b7e1a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e65d501 elementor-widget elementor-widget-image\" data-id=\"e65d501\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/worxogo.xogoweb.com\/legacy\/wp-content\/uploads\/2021\/08\/casestudycircle01.png\" title=\"casestudycircle01\" alt=\"casestudycircle01\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da1c4b7 percent txtwhite elementor-widget elementor-widget-heading\" data-id=\"da1c4b7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5%<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-998a92e elementor-widget elementor-widget-heading\" data-id=\"998a92e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Increase in <br>Net Promoter Score\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c9d8dd4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c9d8dd4\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3ebaf14\" data-id=\"3ebaf14\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-965cda4 elementor-widget elementor-widget-spacer\" data-id=\"965cda4\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.6.6 - 08-06-2022 *\/\n.e-container.e-container--row .elementor-spacer-inner{width:var(--spacer-size)}.e-container.e-container--column .elementor-spacer-inner,.elementor-column .elementor-spacer-inner{height:var(--spacer-size)}<\/style>\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-47212cd elementor-section-stretched bottomtext elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"47212cd\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-af85d05\" data-id=\"af85d05\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7ac85af elementor-widget elementor-widget-text-editor\" data-id=\"7ac85af\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"page\" title=\"Page 2\"><div class=\"section\"><div class=\"layoutArea\"><div class=\"column\"><p>Using worxogo Nudge Coach the customer service team for the vacation rental giant became a high performing team. The BPO significantly increased its NPS and there was a big improvement in customer satisfaction, yielding a faster response to customer issues.<\/p><\/div><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5376a68 elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"5376a68\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7a45425\" data-id=\"7a45425\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8c2bbe3 downloadbutton elementor-widget elementor-widget-text-editor\" data-id=\"8c2bbe3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.worxogo.com\/wp-content\/uploads\/2023\/09\/How-a-Global-Outsourcing-Giant-Improved-NPS-by-5.pdf\">Download Case Study<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Client Overview The global outsourcing giant serves companies across industries in 144 countries. Their team of 38k professionals handles 43&hellip;<\/p>\n","protected":false},"author":7,"featured_media":8446,"comment_status":"closed","ping_status":"open","sticky":false,"template":"casestudypage.php","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[229,68],"tags":[267],"class_list":["post-12329","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bpo-bpm-kpo","category-case-studies","tag-customer-support","entry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\r\n<title>How a Global Outsourcing Giant improved its NPS by 5% - worxogo<\/title>\r\n<meta name=\"description\" content=\"Read how a global outsourcing giant used worxogo nudge coach to boost performance quality leading to higher Net Promoter Score.\" \/>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/\" \/>\r\n<meta property=\"og:locale\" content=\"en_US\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"How a Global Outsourcing Giant improved its NPS by 5% - worxogo\" \/>\r\n<meta property=\"og:description\" content=\"Read how a global outsourcing giant used worxogo nudge coach to boost performance quality leading to higher Net Promoter Score.\" \/>\r\n<meta property=\"og:url\" content=\"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/\" \/>\r\n<meta property=\"og:site_name\" content=\"worxogo\" \/>\r\n<meta property=\"article:published_time\" content=\"2023-09-07T11:55:29+00:00\" \/>\r\n<meta property=\"article:modified_time\" content=\"2023-09-07T12:14:32+00:00\" \/>\r\n<meta property=\"og:image\" content=\"https:\/\/worxogo.xogoweb.com\/legacy\/wp-content\/uploads\/2021\/07\/Group-25.png\" \/>\r\n\t<meta property=\"og:image:width\" content=\"1366\" \/>\r\n\t<meta property=\"og:image:height\" content=\"564\" \/>\r\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\r\n<meta name=\"author\" content=\"Rashmi Simon\" \/>\r\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\r\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rashmi Simon\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\r\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/\"},\"author\":{\"name\":\"Rashmi Simon\",\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/#\/schema\/person\/d2868362145a2c8dd3b919a9936e1ef4\"},\"headline\":\"How a Global Outsourcing Giant improved its NPS by 5%\",\"datePublished\":\"2023-09-07T11:55:29+00:00\",\"dateModified\":\"2023-09-07T12:14:32+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/\"},\"wordCount\":426,\"publisher\":{\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/#organization\"},\"keywords\":[\"Customer Support\"],\"articleSection\":[\"Business Process Management\",\"Case Studies\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/\",\"url\":\"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/\",\"name\":\"How a Global Outsourcing Giant improved its NPS by 5% - worxogo\",\"isPartOf\":{\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/#website\"},\"datePublished\":\"2023-09-07T11:55:29+00:00\",\"dateModified\":\"2023-09-07T12:14:32+00:00\",\"description\":\"Read how a global outsourcing giant used worxogo nudge coach to boost performance quality leading to higher Net Promoter Score.\",\"breadcrumb\":{\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/worxogo.xogoweb.com\/legacy\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"How a Global Outsourcing Giant improved its NPS by 5%\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/#website\",\"url\":\"https:\/\/worxogo.xogoweb.com\/legacy\/\",\"name\":\"worxogo - Drive Sales Behaviors\",\"description\":\"Drive Sales Behaviors\",\"publisher\":{\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/worxogo.xogoweb.com\/legacy\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/#organization\",\"name\":\"worxogo\",\"url\":\"https:\/\/worxogo.xogoweb.com\/legacy\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.worxogo.com\/wp-content\/uploads\/2021\/07\/logocolor.png\",\"contentUrl\":\"https:\/\/www.worxogo.com\/wp-content\/uploads\/2021\/07\/logocolor.png\",\"width\":194,\"height\":38,\"caption\":\"worxogo\"},\"image\":{\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/in.linkedin.com\/company\/worxogo\",\"https:\/\/www.youtube.com\/channel\/UCFJt8BSV0O3H0uw7skaVA4g\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/#\/schema\/person\/d2868362145a2c8dd3b919a9936e1ef4\",\"name\":\"Rashmi Simon\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/worxogo.xogoweb.com\/legacy\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/ad47b61e818dceac713966d905056cf78d36e6e66ac5073cd6e685357fac67ef?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/ad47b61e818dceac713966d905056cf78d36e6e66ac5073cd6e685357fac67ef?s=96&d=mm&r=g\",\"caption\":\"Rashmi Simon\"},\"url\":\"https:\/\/worxogo.xogoweb.com\/legacy\/author\/rashmi-simon\/\"}]}<\/script>\r\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How a Global Outsourcing Giant improved its NPS by 5% - worxogo","description":"Read how a global outsourcing giant used worxogo nudge coach to boost performance quality leading to higher Net Promoter Score.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/","og_locale":"en_US","og_type":"article","og_title":"How a Global Outsourcing Giant improved its NPS by 5% - worxogo","og_description":"Read how a global outsourcing giant used worxogo nudge coach to boost performance quality leading to higher Net Promoter Score.","og_url":"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/","og_site_name":"worxogo","article_published_time":"2023-09-07T11:55:29+00:00","article_modified_time":"2023-09-07T12:14:32+00:00","og_image":[{"width":1366,"height":564,"url":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-content\/uploads\/2021\/07\/Group-25.png","type":"image\/png"}],"author":"Rashmi Simon","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Rashmi Simon","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/#article","isPartOf":{"@id":"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/"},"author":{"name":"Rashmi Simon","@id":"https:\/\/worxogo.xogoweb.com\/legacy\/#\/schema\/person\/d2868362145a2c8dd3b919a9936e1ef4"},"headline":"How a Global Outsourcing Giant improved its NPS by 5%","datePublished":"2023-09-07T11:55:29+00:00","dateModified":"2023-09-07T12:14:32+00:00","mainEntityOfPage":{"@id":"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/"},"wordCount":426,"publisher":{"@id":"https:\/\/worxogo.xogoweb.com\/legacy\/#organization"},"keywords":["Customer Support"],"articleSection":["Business Process Management","Case Studies"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/","url":"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/","name":"How a Global Outsourcing Giant improved its NPS by 5% - worxogo","isPartOf":{"@id":"https:\/\/worxogo.xogoweb.com\/legacy\/#website"},"datePublished":"2023-09-07T11:55:29+00:00","dateModified":"2023-09-07T12:14:32+00:00","description":"Read how a global outsourcing giant used worxogo nudge coach to boost performance quality leading to higher Net Promoter Score.","breadcrumb":{"@id":"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/worxogo.xogoweb.com\/legacy\/how-a-global-outsourcing-giant-improved-its-nps-by-5\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/worxogo.xogoweb.com\/legacy\/"},{"@type":"ListItem","position":2,"name":"How a Global Outsourcing Giant improved its NPS by 5%"}]},{"@type":"WebSite","@id":"https:\/\/worxogo.xogoweb.com\/legacy\/#website","url":"https:\/\/worxogo.xogoweb.com\/legacy\/","name":"worxogo - Drive Sales Behaviors","description":"Drive Sales Behaviors","publisher":{"@id":"https:\/\/worxogo.xogoweb.com\/legacy\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/worxogo.xogoweb.com\/legacy\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/worxogo.xogoweb.com\/legacy\/#organization","name":"worxogo","url":"https:\/\/worxogo.xogoweb.com\/legacy\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/worxogo.xogoweb.com\/legacy\/#\/schema\/logo\/image\/","url":"https:\/\/www.worxogo.com\/wp-content\/uploads\/2021\/07\/logocolor.png","contentUrl":"https:\/\/www.worxogo.com\/wp-content\/uploads\/2021\/07\/logocolor.png","width":194,"height":38,"caption":"worxogo"},"image":{"@id":"https:\/\/worxogo.xogoweb.com\/legacy\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/in.linkedin.com\/company\/worxogo","https:\/\/www.youtube.com\/channel\/UCFJt8BSV0O3H0uw7skaVA4g"]},{"@type":"Person","@id":"https:\/\/worxogo.xogoweb.com\/legacy\/#\/schema\/person\/d2868362145a2c8dd3b919a9936e1ef4","name":"Rashmi Simon","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/worxogo.xogoweb.com\/legacy\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/ad47b61e818dceac713966d905056cf78d36e6e66ac5073cd6e685357fac67ef?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/ad47b61e818dceac713966d905056cf78d36e6e66ac5073cd6e685357fac67ef?s=96&d=mm&r=g","caption":"Rashmi Simon"},"url":"https:\/\/worxogo.xogoweb.com\/legacy\/author\/rashmi-simon\/"}]}},"_links":{"self":[{"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/posts\/12329","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/comments?post=12329"}],"version-history":[{"count":5,"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/posts\/12329\/revisions"}],"predecessor-version":[{"id":12334,"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/posts\/12329\/revisions\/12334"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/media\/8446"}],"wp:attachment":[{"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/media?parent=12329"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/categories?post=12329"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/worxogo.xogoweb.com\/legacy\/wp-json\/wp\/v2\/tags?post=12329"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}