RELATED

 
 

Case Study - Telecom Provider

 

What we did – Real-Time Customer Feedback

  

Benefits we targeted

Introduced real-time customer feedback and NPS as a fundamental metric to measure contact centre’s performance and drive continuous improvement.

  • Modified operating model and supporting organisational structure and processes to deliver a new or enhanced capability.
  • Designed & deployed the enabling customer feedback loop technology with integration to existing operational systems  including multi channel alignment.
  • Made the voice of the customer real for employees through dashboards (introducing new or enhancing current capability).

 

       
  • Increased referral sales.
  • Increased wallet share and customer lifecycle tenure.
  • Individual employee actions aligned to strategic goals.
  • Increased first contact resolution.
  • Reduced complaints.
  • Harmonised people, process and technology with strategic alignment.

 
 
  • Awarded the “World’s Best Customer Care” award at the World Communication Awards.
  • Worked to develop post call survey as a reliable metric, maximising performance of individuals.
  • 100% of potential clients who visit the centre have become clients, the centre is the heartbeat and differentiator for the business.