Tech Mahindra improves NPS by 10 points and quality scores by 5% with consistent quality measurement

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 better visibility into agent quality across different lines of business. Their existing tools relied on static scripts and couldn't provide accurate, nuanced scoring - making it hard to identify where quality was strong and where gaps existed. By implementing automated quality measurement with Solidroad, Tech Mahindra gained consistent visibility into performance, contributing to a 10-point increase in NPS and 5% improvement in quality scores.

The challenge

Existing tools couldn't measure quality accurately

Tech Mahindra's in-house quality tools relied on fixed scripts and offered limited visibility into actual agent performance. Scoring lacked nuance, making it difficult to identify specific strengths or weaknesses across teams. Without accurate quality measurement, managers couldn't pinpoint where issues existed or track whether improvements were working. The tools couldn't scale across different lines of business or adapt to varying quality requirements.

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

Denessy Rodero

Manager - Business Transformation

WHY SOLIDROAD?

Accurate, customizable quality measurement

Tech Mahindra selected Solidroad because it offered the accuracy and flexibility their quality programs needed. Scorecards could be customized to reflect their specific quality standards, and AI-powered scoring provided more precise, actionable insights than their previous tools. This gave managers a clearer understanding of where quality was strong and where targeted intervention was needed.

SOLUTION

Quality measurement that identifies and verifies improvements

Tech Mahindra now uses Solidroad to measure quality across their support teams. Consistent scorecards provide standardized evaluation criteria, ensuring agents are measured against the same bar. When quality gaps are identified - whether for underperforming agents or new hires - validation simulations verify that agents meet standards before continuing with customers. This creates a closed loop: measure quality, identify gaps, validate the fix.

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

Denessy Rodero

Manager - Business Transformation

RESULT

Higher NPS and quality scores from better visibility

Teams using Solidroad have contributed to measurable improvements. NPS increased by nearly 10 points and quality scores rose by 5% among agents measured through the platform. Quality measurement is now more structured and scalable, giving managers clearer data and the ability to intervene earlier when issues appear.

CONCLUSION

Quality measurement that scales across the business

Solidroad has helped Tech Mahindra move beyond limited, script-based tools to accurate, scalable quality measurement. The company is seeing improved NPS and quality scores, with clearer visibility into performance across teams. With quality measurement proving effective for performance improvement, Tech Mahindra is expanding usage to new hire validation - verifying agents meet standards before they handle customers.