For over 16 years, we have supported a global payments platform’s customer care across four languages and multiple regions, helping them exceed their dream NPS target with a score of 62.88 and an 8.25% drop in recontact rate. By building a Center of Excellence and leveraging conversational analytics, we improved agent performance, drove a 6.85-point NPS increase in six months through proactive callbacks,
and deepened customer
trust at scale.

How we helped a payments giant smash their NPS goals and build customer trust