News & Insight

The Top 7 Drivers of NPS: Why they matter in today’s rapidly evolving contact center environment

Inbound customer issues in today’s contact centers are complex. With rapidly evolving customer self-help technology, engagement specialists (agents) rarely respond to simple or routine inquiries. Brands are scrambling to keep their specialists (agents) technically savvy for customer issue resolution while keeping NPS scores high. What drivers contribute to higher NPS scores and how do you provide your frontline with the skills to differentiate?

The easy NPS score train has left the station

No industry is immune from the current barrage of seemingly impossible customer resolutions. In the past, contact centers and their engagement specialists (agents) secured high NPS scores with ease due to a predictable mix of complex, exceptional customer service issues and simpler customer service issues typically resolved on first contact.

Today’s frontline engagement specialists (agents) are constantly dealing with ever-complex customer issues as brands struggle to keep NPS scores from falling.

Today’s frontline engagement specialists (agents) are constantly dealing with ever-complex customer issues – often involving escalation. Many brands deal with employee turnover issues and scramble to keep NPS scores from falling. Many struggle just to keep their NPS scores consistent.

The top 7 drivers of NPS that create brand champions

In today’s social media environment, customer service horror stories are a daily viral event. How do you transform your frontline specialists (agents) into brand champions to avoid being a social media sensation?

Scientific research into thousands of contact center calls1 identified seven distinct communication skillsets that influenced the customer perception of a brand: friendliness, helpfulness, effectiveness, impact on the brand, issue resolution, satisfaction with the product or service and (most importantly), willingness to recommend the brand.

In today’s social media environment, customer service horror stories are a daily viral event. How do you transform your specialists (agents) into brand champions to avoid being a social media sensation?

Commit to training your specialists on the 7 drivers of NPS

Post-call surveys consistently demonstrated that a customer’s likelihood to recommend a brand were directly related to their perception of the engagement specialists’ ability to convey one or more of the seven communication skillsets listed above.

As brands scramble for higher and higher NPS scores while their frontline deals with complex customer issues, the ability to build brand champion is critical. With more attention devoted to hiring specialists with innate communication skills and a commitment to dialogue training and the ability to go ‘off-script,’ your engagement specialists (agents) will become the champions that differentiate you and your clients’ brands.


  1. STARTEK primary research