News & Insight

The Dialogue Model: Turn breakdowns into brand building while doubling NPS

Your client’s billing platform has a glitch impacting thousands of customers. Calls are flooding into the contact center and you’ve just learned that the glitch won’t be fixed for 48 hours. You’re thinking to yourself, It will take weeks to bring our NPS scores back to normal. But, what if nightmare scenarios like this are actually opportunities to turn breakdowns into brand building?

Your specialists hold the key to turn breakdowns into brand building

Your engagement specialists hold the key to turn adverse situations into brand building by connecting emotionally with the customer – even when the issue cannot be resolved.

A technical glitch – one that a contact center has no control over – usually leads to irate customers on the receiving end of disingenuous, scripted responses by engagement specialists. However, breakdowns like this are a perfect opportunity to raise NPS and satisfaction scores with the dialogue model – using spontaneous dialogue and genuine conversation.

In situations where complications arise – financial glitches, product delays, even service failures – the opportunity to impact NPS scores and satisfaction is highest.

Recent research1 from STARTEK’s science lab has shown that in situations where complications arise – financial glitches, product delays, even service failures – the opportunity to impact NPS scores and satisfaction is highest when using the dialogue model.

The communication skills that impact NPS and satisfaction

The communication skills of your engagement specialists are directly related to higher NPS and satisfaction scores. They are linked by their ability to convey multiple positive perceptions to the customer including, friendliness, helpfulness, effectiveness and issue resolution.

A customer’s perception of the engagement specialists’ communication skills (above) was directly related to the customer’s willingness to recommend the brand.

By using the science of communication to connect emotionally with customers, contact centers report increased NPS, increases in unsolicited compliments, decreases in escalation and a willingness to recommend the brand.2

The impact of the dialogue model in the contact center

Engagement specialists are the front line in building your brand. Companies that invest in dialogue training are reaping the rewards with higher NPS and satisfaction scores – even in the ‘no-win’ situation. By using the science of communication and the dialogue model to connect emotionally with customers, solve issues and improve brand perception, you will see increased NPS, an increase in unsolicited compliments and decreases in escalation.


  1. STARTEK primary research
  2. STARTEK primary research