Real-World Case Studies and Customer Success Stories with Centrical

Centrical helped Bread Financial improve employee performance and engagement. Bread Financial used Centrical to give associates more control over their... development and boost engagement. The company saw a 22% increase in productivity and a 15% rise in customer advocacy score. Associates sent over 6,400 kudos and earned more than 29,000 badges in 6 months. Centrical also helped reduce associate turnover and improve coaching and feedback.
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Blake Collections used Centrical to boost employee engagement and business growth. The company applied game mechanics to set goals, track... progress, and motivate staff. Agents completed about 1,400 learning missions and 2,400+ performance challenges. Coaching visibility improved with dashboards, making it easier to spot areas for improvement. The solution helped employees build skills and meet performance goals.
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Centrical helped Payoneer improve compliance training for over 350 customer care associates. Payoneer needed a way to keep staff updated... on changing financial regulations without daily meetings. With Centrical, Payoneer cut learning content authoring time by 53%. The average post-learning assessment score reached 90%. Employees showed high engagement in the learning process.
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Centrical helped a leading hospitality brand improve agent performance and customer satisfaction. The company used Centrical and Amazon Connect to... support reservations and service desk agents. They gave agents clear goals, real-time performance data, and on-the-job coaching. Sales conversion increased by 29%. Customer satisfaction rose by 8%. The company focused on making work easier for agents and boosting learning and coaching.
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Centrical helped a leading global hospitality company improve new hire retention in Reservations and Customer Care. The company faced high... early attrition and lacked visibility into onboarding progress. Centrical's gamified onboarding platform engaged new hires and provided real-time insights for leaders. As a result, early attrition dropped by 50%, job abandonment decreased by 8%, and personal reasons for leaving fell by 5%.
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Centrical’s AI Performance Experience Platform helped Simply Business, a UK insurance provider, improve its contact center operations. The platform enabled... frontline teams to adapt quickly, stay compliant, and deliver strong customer service. Simply Business achieved a 94% average login rate among consultants and saved 10 hours per week per team leader with automated insights. The company also saw an 88% success rate on learning campaigns, saving 1-2 hours creating new content.
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Centrical helped Swiss Life Select improve sales performance. The company used Centrical's employee success platform to motivate sales agents and... track performance. Agents could see leaderboards and reports on their phones. Swiss Life Select saw a 10.4% increase in sales per agent. They also achieved 12.5% growth in sales for their best month ever.
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HP used Centrical to boost engagement with its channel sales partners. Before Centrical, partners rarely used HP's learning content or... collaboration tools. With Centrical, 31% of partners logged in and learned at least once a week. HP saw a 50X higher completion rate for learning modules. This helped partners learn more and sell HP products better.
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Centrical helped Microsoft improve call center employee productivity. Microsoft used Centrical to motivate thousands of outsourced agents. The platform used... gamification, personalized goals, and microlearning. As a result, Microsoft saw 12% less absenteeism and 10% more calls per shift. 89% of agents acknowledged and could apply new information. Microsoft improved agent engagement and service quality.
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Centrical helped Cellular Sales, a large Verizon retailer with over 7,000 employees, boost sales and employee engagement. Cellular Sales used... Centrical to give real-time feedback and motivate staff. Handset sales increased by 53%. Combo sales doubled. Phone accessory sales grew by 45%. Employees and managers improved how they communicate. Centrical supported professional development and better customer experiences.
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Centrical helped Teleperformance improve agent engagement and performance. Teleperformance used Centrical to create performance challenges and learning missions for its... agents and supervisors. The platform integrated easily with Teleperformance's existing systems. As a result, Teleperformance saw a 60% reduction in call flow errors and a 15% improvement in ratings by medical professionals. Jaime Parra, Project Manager, said Centrical was an ideal fit to drive agent performance results.
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Centrical helped MSX International improve employee engagement for their 6,000 employees in the automotive industry. MSX wanted a modern, tech-enabled... training solution. They chose Centrical for its flexible, gamified, and rewards-based learning platform. The platform made learning more engaging and tied to performance. MSX saw better business decisions and improved delivery of training content. The customer praised Centrical for its strong customer service and partnership.
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Centrical helped OVO Energy boost engagement for its Zero Carbon Living Advisors. OVO Energy used Centrical to support business transformation... and create an autonomous culture in customer care. In the first 30 days, employees completed 9,000 learning missions and received 9,500 achievement badges. The team earned 723,000 points. Centrical provided real-time coaching and microlearning to improve team effectiveness and engagement.
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Centrical unified Capita's performance management for 1,137 sales agents across Switzerland, Poland, and Bulgaria. Capita needed to connect systems and... boost frontline engagement, sales, and service quality. Centrical's platform automated performance tracking and combined training, engagement, and analytics in one place. Capita saw a 57% increase in sales acquisition, a 14% rise in sales order intake, 25% fewer resource hours, and a 3-point NPS improvement.
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Centrical helped Itel, a business outsourcing customer experience partner, improve employee engagement and performance for their client in the travel and hospitality sector. Itel used Centrical's... platform for personalized learning, coaching, and quality assurance. The platform achieved a 97% engagement rate within 9 months. Itel reached a 95 VoC score, surpassing their target of 93. They also achieved 95% adherence to average handle time (AHT).
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