Case Study: Newstel Increased Training Satisfaction to 90% With evaluagent

Newstel is a remote-first business process outsourcer (BPO) founded in 2015. Their goal is simple: integrate seamlessly with clients and deliver consistently strong service through well-supported, well-trained teams.

Chief Customer Officer, Sophie Cotton, explains: “We want to integrate with our clients. We want to become part of their team… and evaluagent, with all its new innovations, has really helped us to deliver a high-performing team.”

The Challenge

As Newstel continued to grow, the team wanted better visibility into performance across large client campaigns – often involving 40–50 agents at a time. They needed to:

Understand where agents were succeeding and where extra coaching was needed
Ensure teams had the right training and support
Give clients clear insight into customer sentiment and experience
Move away from random sampling toward a more targeted, efficient QA process

Sophie shared that the company also tracks employee engagement closely. Early in the year, around 85% of the team felt they had sufficient training and support, and Newstel wanted to improve this further.

The Solution

Newstel rolled out evaluagent across teams for QA, coaching, one-to-ones, and performance insight.

evaluagent has helped Newstel get a clearer picture of agent performance, making it easier to spot both excellence and areas for development – something their agents really value.

“We understand where we need to improve and where we’re succeeding… and the team love that, because we can share that brilliance. Or we can see where somebody’s struggling and deliver extra coaching,” says Sophie.

Sentiment analysis and xNPS quickly became valuable metrics for both Newstel and their clients.

“xNPS is a really interesting metric… we can see our benchmark, and then look at what levers we need to pull to make that more positive.”

On top of that, evaluagent has also helped uncover what top-performing agents were doing differently – knowledge that can be shared widely with the rest of the team. “We can dive into their tickets and then share that excellence,” says Sophie.

Since rolling out evaluagent for one-to-ones and coaching, Newstel has seen a measurable lift in employee confidence. Sophie elaborates: “We’ve now increased training and support satisfaction [from 85%] to over 90%. I think that’s an incredible score for a BPO.”

Targeted, Efficient QA Through Auto-Work Queues

Moving from random sampling to automated queues means Newstel can now focus on what matters most for each client.

“We can make sure the right expertise reviews the right contacts… It’s a time-saver, but it also means we’re looking at the right stuff.”

Whether focusing on brand tone, complaints, or refunds, evaluagent’s Auto-Work Queues has enabled Newstel to create QA workflows that are truly aligned with client priorities.

Benefits

+5% uplift in employees feeling they have the training and support they need
Faster, more accurate QA with targeted Auto-Work Queues
Improved coaching and clearer visibility of strengths and development areas
Better client insight through sentiment analysis and XNPS
Stronger agent performance supported by consistent one-to-ones and documented feedback
Stronger customer relationships through more transparent reporting and shared insights

Future

Newstel plans to continue expanding how they use evaluagent’s AI capabilities to further enhance quality, insight, and customer engagement. Sophie explains: “It’s very important that we deliver excellent customer service and integrate with our clients’ teams… and that’s how evaluagent has helped us.”

“evaluagent consistently comes out as best of breed… especially with its AI tools. I’m really excited to see what’s coming next,” concluded Sophie Cotton, Chief Customer Officer at Newstel.

This blog post has been re-published by kind permission of evaluagent – View the Original Article

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