Accelerating New-Hire Success with SymTrain’s Simulation-Based Training
INDUSTRY
Business Process Outsourcing
CHALLENGE
New hires faced recurring quality and customer experience challenges that traditional training alone struggled to address, which affected both customer satisfaction and internal processes.
RESULTS
New hires who practiced with SymTrain achieved higher QA scores and stronger customer satisfaction ratings than those who did not, accelerating readiness and helping agents deliver a consistent experience.
USE CASE
Onboarding
| 3x | 30% | 86% |
| Improved Agent Retention | Agents with 5-Star CSAT | Average Agent Grade |
What many people don’t realize is that when your ESAT (Employee Satisfaction Score) is high, your CSAT (Customer Satisfaction Score) will go up as well.
Joel Silvester, CCO at Five Star Solutions
With over 40 years of experience, this global customer experience provider combines people, processes, and technology to deliver scalable support operations across onshore, nearshore, and offshore environments. By leveraging AI-powered tools, integrated CX technologies, and highly trained teams, the organization helps clients improve operational efficiency, reduce costs, and deliver exceptional customer experiences at scale.
The Challenge
Five Star Solutions faced challenges that impacted agent performance and customer satisfaction:
- Customer Education Gaps: Agents frequently missed key educational moments, such as explaining refund policies or self-service options, which reduced customer confidence.
- Quality Inconsistencies: New hires struggled to consistently follow required call processes, impacting quality scores and overall customer experience.
- Inaccurate Tagging: Agents selected incorrect case tags or failed to document relevant details accurately, creating rework and reducing visibility into customer issues.
The Solution
SymTrain was incorporated into the onboarding program to provide new hires with realistic, AI-powered customer simulations before and during their transition to live interactions. Training scenarios were designed around the skills most critical to success in a fast-paced customer support environment. Simulations reinforced customer education, quality assurance requirements, call structure, verification procedures, and more. Through repeated practice and immediate feedback, agents were able to build confidence, reinforce key behaviors, and apply learning in a risk-free environment before handling live customer interactions.
To measure impact, the organization compared performance outcomes between new hires who participated in SymTrain and those who completed traditional onboarding alone.
The Results
New hires who practiced with SymTrain achieved higher QA scores and stronger CSAT ratings than those who didn’t use SymTrain. By providing realistic customer scenarios and immediate feedback, SymTrain helped agents build confidence, improve consistency, and apply critical skills more effectively in live interactions. SymTrain is a scalable training & coaching solution that accelerates readiness, improves performance, and creates long-term success.
