Tech Mahindra Improves NPS and Quality Scores with Solidroad

increase in Quality Scores

10 points

increase in Net Promoter Score (NPS)

Industry

Information Technology & Business Process Outsourcing

Customer

Denessy Rodero

Manager - Business Transformation

User since

Jul 2025

Tech Mahindra is a global IT and BPO services provider, helping enterprises modernize operations and deliver seamless customer experiences across industries.

As their teams grew, they needed a more effective way to boost agent performance and improve customer satisfaction. Their in-house simulation tools were built on static, preloaded scripts and couldn’t deliver the kind of nuanced, actionable feedback required to develop high-performing agents. Training felt rigid and difficult to scale, and it was hard for managers to pinpoint exactly where agents needed help. By introducing Solidroad’s AI-powered simulations, Tech Mahindra created flexible, role-specific practice environments and gained far more accurate performance insights. The shift has already helped teams improve both NPS and Quality Scores, while giving new hires and struggling agents realistic, tailored training, without the limitations of outdated scripts or one-size-fits-all tools.

The challenge

Existing tools couldn't keep up

Tech Mahindra’s existing call and chat simulator relied on fixed scripts and offered limited visibility into how agents were actually performing. Because scenarios never changed, practice didn’t reflect the complexity of real customer interactions. Scoring lacked nuance, making it hard to identify specific strengths or weaknesses, and new hires had few opportunities to build the skills needed early in their careers. Their in-house tool, Genie, couldn’t scale across teams or adapt quickly enough to support different lines of business.

Our simulator tool was heavily dependent on preloaded scripts and less capable of scoring agent practice accurately.

Denessy Rodero

Manager - Business Transformation

WHY SOLIDROAD?

Why Tech Mahindra chose Solidroad

After evaluating alternatives, Tech Mahindra selected Solidroad because it offered the ease and flexibility their training teams needed. Simulations and scorecards could be created quickly, allowing them to design dynamic, realistic practice experiences tailored to specific roles. AI-powered scoring provided more accurate, actionable feedback, giving managers a clearer understanding of where agents were improving and where targeted coaching was needed. Solidroad’s customization capabilities made it possible to support both new hire onboarding and underperformance recovery with equal precision

SOLUTION

Structured practice for agents who need it most

Today, Tech Mahindra uses Solidroad across two major training programs. For their bottom quartile performance group, agents complete structured, scenario-based modules designed to close specific gaps. Consistent scorecards help team leads track progress over time and coach with confidence. While performance improvement has been the initial focus, Tech Mahindra sees Solidroad as especially powerful for new hire training. It gives new agents a safe environment to practise both call and chat handling, while helping establish baseline expectations early in their careers.

The ease of creating simulations and scorecards was key to getting our team onboard quickly.

Denessy Rodero

Manager - Business Transformation

RESULT

Higher NPS, better QA scores, and more scalable coaching

Teams using Solidroad have already contributed to meaningful improvements. Tech Mahindra has seen nearly a 10-point increase in NPS and a 5% rise in Quality Scores among agents who train through simulations. Training delivery has become more structured and scalable across different agent groups, giving managers clearer data, better insight, and more opportunities to coach proactively.

CONCLUSION

A new foundation for global training

Solidroad has helped Tech Mahindra move beyond rigid, script-based training and adopt a scalable, AI-driven approach that strengthens agent performance and enhances customer satisfaction. The company is seeing improved NPS and Quality Scores, expanded practice opportunities for both new hires and underperformers, and far smoother processes for building simulations and tracking performance. With ongoing adoption, Solidroad is set to become a central component of Tech Mahindra’s global training and performance strategy, especially as they integrate it more deeply into new hire onboarding to drive even greater impact.

Agents can now practice a wide range of simulations with a customized assessment.

Denessy Rodero

Manager - Business Transformation

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