Real-World Case Studies and Customer Success Stories with Centrical

Centrical helped a leading global hospitality brand improve agent performance and engagement. The company used Centrical with Amazon Connect to... give agents real-time performance data and gamified training. Within six months, sales conversion rates rose by 29%. Customer satisfaction scores increased by 8%. Team leaders and agents reported higher satisfaction and motivation.
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Centrical helped a leading global hospitality company cut early attrition by 50% in its reservation and customer care teams. The company used... Centrical to gamify and personalize onboarding, giving leaders real-time insights into new hire progress. This made it easier to spot disengagement and follow up on missed training. The platform also reduced job abandonment by 8% and personal reasons for leaving by 5%. Leaders could track onboarding completion and training participation without relying on external data teams.
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Centrical helped Itel boost employee engagement for their customer care and reservation teams. Within 9 months, platform engagement reached 97%.... Itel achieved a 95 VoC score, surpassing their target. 95% of agents adhered to average handle time goals. The solution included personalized coaching, real-time QA audits, and recognition programs. Over 4,000 coaching tips and nearly 2,000 kudos were delivered to staff.
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Centrical helped a leading global hospitality company cut early attrition by 50% in its reservations and customer care teams. The company used... Centrical to gamify and personalize onboarding, giving leaders real-time insights into progress and engagement. This reduced job abandonment by 8% and personal reasons for leaving by 5%. Leaders could track onboarding completion and spot disengagement early, making the process more efficient and reducing turnover costs.
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Centrical helped a leading hospitality brand boost sales conversion by 29% and customer satisfaction by 8% in just six months. The company used... Centrical with Amazon Connect to unify agent performance data, deliver real-time coaching, and gamify learning. This improved agent engagement and made it easier for team leaders to guide remote teams. The platform also supported rewards and recognition, driving measurable improvements in both sales and service quality.
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Centrical helped Bread Financial boost employee productivity by 22% and increase customer advocacy scores by 15%. Bread Financial used Centrical... to empower associates, improve engagement, and reduce turnover. The platform enabled data-driven recognition, feedback, and coaching. In just six months, associates sent over 6,400 kudos and earned 29,000 badges. Bread Financial saw measurable gains in employee performance and engagement.
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Centrical helped Blake Collections, a South African debt collection company, boost employee engagement using gamification. Agents completed over 1,400 learning... missions and 2,400 performance challenges. The platform replaced manual coaching with automated dashboards, making it easier to track progress and identify skill gaps. Flexible incentive programs like "Blake Bucks" motivated both top and middle-tier performers. Blake saw improved employee engagement, better coaching visibility, and enhanced skill development across teams.
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Centrical helped Payoneer improve compliance training for over 350 customer care associates. The platform cut the time to create new... learning items by 53%. Payoneer saw average assessment scores reach 90%. Personalized microlearning and gamification boosted engagement and completion rates. Employees stayed up-to-date with changing financial regulations.
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Centrical helped Bread Financial boost employee productivity by 22% and increase customer advocacy scores by 15% in just 6 months. The platform empowered... associates to own their performance and career growth. Bread Financial used Centrical to drive recognition, enhance communication, and reduce turnover. Over 6,400 kudos and 29,000 badges were earned, showing high engagement. Leaders and associates accessed rewards, metrics, and development tools in one place.
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Centrical’s AI Performance Experience Platform helped Simply Business, a UK insurance provider, boost frontline performance. The platform drove a 94%... average login rate among consultants and saved team leaders 10 hours per week with automated insights. Learning campaigns reached an 88% success rate, saving 1-2 hours on content creation. Centrical enabled real-time KPI tracking, gamification, and well-being checks, improving compliance and customer service in a fast-changing industry.
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Simply Business, a UK insurance provider, used Centrical’s AI Performance Experience Platform to boost frontline team performance. The platform helped... consultants adapt to regulatory changes, stay compliant, and deliver better customer service. Team leaders saved 10 hours per week with automated performance insights. The company achieved a 94% average login rate and an 88% success rate on learning campaigns. Centrical’s tools also improved employee engagement and well-being.
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Centrical helped Swiss Life Select boost sales performance. Sales per agent rose by 10.4%. The company saw a 12.5% increase... in sales for its best month ever. Swiss Life Select used Centrical’s platform to give agents real-time leaderboards and performance tracking on their phones. This digital solution increased motivation and healthy competition. The result was a stronger performance-driven culture and more cross-selling across products.
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Centrical helped Teleperformance cut call flow errors by 60%. The platform boosted agent engagement and improved job skills. Teleperformance saw... a 15% increase in ratings from medical professionals. Centrical integrated smoothly with existing systems. Supervisors gained real-time data to support agent performance. Teleperformance improved client satisfaction and business results.
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Centrical helped Blake Collections boost employee engagement using gamification. Agents completed 1,400 learning missions and 2,400+ performance challenges. The platform... replaced manual coaching with automated dashboards, improving visibility and efficiency. Flexible KPIs and incentive programs like "Blake Bucks" motivated staff and supported skill development. Blake saw a strong return on investment and transformed performance management into an engaging experience.
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Centrical helped Itel, a global business outsourcing partner, boost employee engagement for a travel and hospitality client. The platform achieved... a 97% engagement rate in 9 months. Itel reached a 95 VoC score and 95% AHT adherence. Over 4,000 coaching tips and nearly 2,000 kudos were sent to agents. Personalized learning, real-time QA, and recognition improved agent performance and customer care.
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Centrical helped Capita boost sales by 57% for its telecom client. Capita managed 1,137 agents across Switzerland, Poland, and Bulgaria.... They needed a unified way to manage performance and connect disconnected systems. Centrical's platform brought together training, performance tracking, and engagement tools. Capita saw a 14% increase in sales order intake, 25% fewer resource hours, and a 3-point rise in NPS.
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Centrical helped Microsoft boost call center productivity by 10%. The platform used gamification, microlearning, and real-time performance management to engage... thousands of outsourced agents. Absenteeism dropped by 12% as agents became more motivated and involved. Agent awareness of new information jumped from 23% to 89%. Sales rates doubled when agents were rewarded for citing and selling related products during calls.
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Webhelp used Centrical to boost employee engagement and learning. The company wanted to help its Millennial and Gen-Z workforce develop... faster and feel recognized. Centrical let employees track goals, earn points, and get instant feedback. Agent onboarding became 50% faster. Short-term absence dropped by 6%. Webhelp saw almost no decline in customer satisfaction during new hire ramp-up.
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HP used Centrical to boost channel partner engagement with training. Before, few partners used HP's learning content or collaboration tools.... With Centrical, 31% of users logged in weekly and training completion rates rose by 50X. Channel partners now take 20X more learning modules. This led to higher sales of HP products. Centrical's platform used gamification and rewards to drive these results.
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Centrical helped HP boost channel sales by increasing partner engagement with online learning. After three months, 31% of users logged... in weekly and learning module completion rates rose by 50X. The platform used gamification and rewards to motivate channel partners. HP saw a 20X increase in voluntary learning modules taken. These changes led to higher sales revenue for HP's product lines.
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Centrical helped OVO Energy boost engagement for its Zero Carbon Living Advisors. In the first 30 days, advisors completed 9,000... learning missions and earned 9,500 achievement badges. The platform awarded 723,000 points, driving strong participation. OVO Energy used Centrical to support coaching, microlearning, and collaboration. Leaders say Centrical makes work easier and helps teams perform better.
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Centrical helped OVO Energy boost engagement for its Zero Carbon Living Advisors. In the first 30 days, advisors completed 9,000... learning missions and earned 9,500 achievement badges. The team received 723,000 points, showing strong participation. Centrical enabled real-time coaching and personalized microlearning. OVO Energy used the platform to support a more autonomous and engaged customer care culture.
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Centrical helps MSX International boost employee engagement for 6,000 staff across 80 countries. MSX uses Centrical's gamified, rewards-based learning platform... to deliver personalized microlearning and real-time performance management. The solution adapts to diverse learner needs in the automotive industry. MSX gains better business insights and earns client trust, improving training outcomes and decision-making. Customer service and platform flexibility stand out as key benefits.
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Centrical helped MSX International boost employee engagement for its 6,000 staff across 80 countries. MSX used Centrical’s gamified, rewards-based learning... platform to deliver personalized microlearning and real-time performance management. The solution let MSX adapt training for different demographics and learning styles. MSX gained better insights into learner progress, helping them make smarter business decisions. Their clients, like Hyundai, now trust MSX more with their employee engagement goals.
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Centrical helped Cellular Sales boost employee engagement and sales performance. The Elevate program used real-time feedback, gamification, and microlearning to... motivate over 7,000 retail employees. Handset sales increased by 53%, combo sales doubled, and phone accessory sales rose by 45%. 90% of employees checked their status at least twice a week. Managers and staff received personalized coaching based on performance data.
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Centrical unified Capita's performance management for 1,137 agents serving a major telecom provider. Capita needed to boost sales, improve service... quality, and cut costs across multiple countries. Centrical integrated training, performance tracking, and engagement tools into one platform. Capita saw a 57% increase in sales acquisition, 14% rise in sales order intake, 25% fewer resource hours, and a 3-point NPS improvement. The platform drove frontline engagement and accountability through gamified competitions.
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