How Tech Mahindra Improved NPS and Quality Scores Using Solidroad
Tech Mahindra is a global IT and BPO services provider, helping enterprises modernize operations and deliver seamless customer experiences across industries.
increase in Quality Scores
increase in Net Promoter Score (NPS)
Industry
Information Technology & Business Process Outsourcing
Customer
Denessy Rodero, Business Consultant
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.
Tech Mahindra needed a better way to boost agent performance and customer satisfaction. But their in-house simulation tools were stuck on static scripts and couldn’t provide actionable feedback. Training was rigid, hard to scale, and made it difficult to spot where agents needed help. By introducing Solidroad’s AI-powered simulations, Tech Mahindra created flexible, role-specific practice environments and gained more accurate performance data. As a result, teams improved both NPS and Quality Scores, while new hires and struggling agents could build skills through realistic, tailored training...without being limited by outdated scripts or one-size-fits-all approaches.
The challenge
The Problem: Old Training Tools
Tech Mahindra’s existing Call and Chat simulation tool relied heavily on preloaded scripts and offered limited capability in scoring agent performance accurately. As a result:
Practice scenarios were rigid, lacking the flexibility to reflect real customer interactions.
Scoring lacked nuance, making it difficult to identify specific agent strengths or weaknesses.
Practice opportunities during new hire training were limited, reducing the impact of early enablement efforts.
Additionally, Tech Mahindra’s in-house tool, Genie, couldn’t scale across teams effectively or adapt quickly to meet the needs of a growing workforce.
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 chose Solidroad because it provided:
→ Ease of simulation and scorecard creation – Training teams could build realistic, dynamic practice environments tailored to different roles and situations.
→ AI-powered performance scoring – Offering more accurate and actionable feedback.
→ Customization – Allowing teams to fine-tune simulations for specific use cases, including new hire training and underperformance recovery.
SOLUTION
Structured Practice for Reps Who Need It Most
Tech Mahindra uses Solidroad across two primary training programs:
1. Bottom Quartile Performance Management
Solidroad supports agents identified in the bottom quartile of performance, helping them practice and improve through customized simulation exercises.
Agents complete structured, scenario-based training modules designed to close performance gaps.
Scorecards provide consistent evaluation, allowing team leads to track progress objectively.
2. New Hire Training
While currently used more in performance improvement, Tech Mahindra recognizes that Solidroad is best suited for new hire training, where it can:
Provide a safe environment to practice call and chat handling.
Establish baseline skills and expectations early in an agent’s career.
The ease of creating simulations and scorecards was key to getting our team onboard quickly.
Denessy Rodero
Manager - Business Transformation
RESULT
Early Results: Higher NPS, Better QA Scores, and More Scalable Training
Although broader performance gains are being observed across the team, agents who have used Solidroad have contributed to:
→ ~10-point increase in Net Promoter Score (NPS)
→ 5% increase in Quality Scores
→ More structured and scalable training delivery across different agent groups
CONCLUSION
Solidroad Is Now Central to Tech Mahindra’s Global Training Strategy
Solidroad has allowed Tech Mahindra to move beyond rigid script-based training and implement a scalable, AI-driven simulation platform that improves agent performance and boosts customer satisfaction.
→ Improved NPS and Quality Scores
→ Enhanced practice opportunities for both new hires and underperformers
→ Streamlined simulation creation and performance tracking
With ongoing adoption, Solidroad is poised to play a key role in Tech Mahindra’s global training and performance strategy, especially as they expand usage 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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