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HOME > Case Studies > From 68% to 82%: How Coaching and Culture Improved CSAT for A Top Utility Provider
Case Study

From 68% to 82%:
How Coaching and Culture
Improved CSAT for
A Top Utility Provider

timer 3 min read
Coaching and Training Session
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The Client

A leading U.S. public utilities provider serving 400,000+ households and businesses. To maintain reliable service and customer trust, the company operates an end-to-end customer support system that manages inbound and outbound calls..

The Challenge

As regional population growth and colder weather drove up call volumes, staffing lagged behind.

With not enough agents to take high-stress calls such as service disconnections, billing disputes, and outage complaints, overtime work spiked, coaching fell off, and service quality declined, pushing CSAT below the industry-benchmark of 80%.

The Solution

To help the client improve CSAT scores, Everise took a holistic approach across hiring, coaching, and retention.

OUC Diagram
Expanding Capacity
Expanding Capacity
Multiple new hire classes launched in 2024, rebuilding staffing levels and reducing reliance on overtime. This allowed supervisors to refocus on agent coaching and development, setting the foundation for CSAT development.
“Come January is where we balanced everything out. Headcount went up so we had the bandwidth to do more coaching. So, we implemented a lot more than what we were doing [in the latter half of the year].”
– Valerie Echevarria, Team Leader
Training for CSAT from Day One
Training for CSAT from Day One
New hires were trained on CSAT and empathy from the start, ensuring clarity on what success looked like and how feedback shaped performance. For reinforcement, the curriculum was regularly reviewed against CSAT results, with survey feedback and performance trends guiding adjustments. Coaching was delivered through call reviews, one-on-one sessions, and questionnaires, all tied to real customer comments.
“One of the most helpful parts of training and coaching… has been learning how to stay calm and actively listen, especially when a customer is upset. The techniques we’ve practiced… really helped me stay focused on finding a solution rather than getting caught up in the emotion of the moment.”
– Lyanne Nazario, Customer Care Specialist
Strengthening Team Culture
Strengthening Team Culture
Supervisors reinforced a supportive team culture through recognition, incentives, and personal connections. This helped agents feel supported, valued, and motivated, even in high-stress roles handling disconnections, billing disputes, or outage calls.
“What makes me want to stay with this team… is the awesome amount of support I have within the team while taking calls as well as the great training I received.”
– Destiny Martinez, customer service representative

The Results

By early 2024, staffing had stabilized, and supervisors regained the bandwidth to coach agents consistently. From there, performance steadily improved:
68% to 82%
June 2024 to January 2025 CSAT improvement.
18% Growth
Headcount grew in 6 months, reducing reliance on overtime.
< 5% Attrition
Outperforms the below 10%
industry norm.

Together, these gains delivered more consistent service quality, strengthened customer trust, and ensured the client was prepared to handle spikes in call volume without missing service level agreements.