Strengthening training, coaching, and customer insight for Newstel

Sector
BPO
RESULT
90% agent training satisfaction
Result
Faster, efficient QA with Auto Work Queues
RESULT
Deeper insight with predictive metrics

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.

Stronger support and coaching

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.

Better customer experience insight

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.

Clear training improvements

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 at a glance

+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

What’s next for Newstel?

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.

Book a full product demo to start a conversation about how you can:

Evaluate every conversation in a matter of seconds
Increase customer loyalty and retention
Deliver bespoke agent training
Save time and money while maximising revenue in your call centre
Find out about how you could use AI to auto-score every conversation
Start a fully supported free trial of evaluagent to see the power of the product for yourself
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