NPS improvement for Telco

Insight partnership
for a major Telecommunication provider.

OUR CLIENT

Building long term success.

Webhelp started working with our client, one of the major telco providers, in 2004. We provide customer experience management services, on behalf of our client, to their 19 million UK customers.

THE CLIENT’S NEED

A long term transformation program.

Our client was embarking on a program of transformational improvements. Their ambition was to deliver excellent customer experiences through a series of process, policy, technology and behavioural changes.
Reducing contact volumes, especially on the more expensive voice channel, was a key priority. Moving a significant portion of their services to new nearshore sites was key strategic aim and they needed this process to be as seamless as possible for customers and their business.

HELPING THE CLIENT

Insight driven change.

As a key strategic partner with extensive expertise in operations, insight and analytics we supported our client in the delivery of their improvement objectives.
A meticulous, structured and customer data-led collaborative programme allowed for a series of business transformational initiatives to be completed. All the improvements were designed based on the perceptions and experiences of our customers and quantified by data.
Major customer issues that created distress, dissatisfaction and increased contact volume where identified and eliminated. This resulted in a phased deployment of people, process, policy and system fixes.
Our operational teams were heavily involved throughout the improvement program. This included improving billing accuracy and access, reducing customer effort, increasing first contact resolutions and resolving various system issues and defects.

RESULT

Success!

30%

Increase in Customer Net Promoter scores exceeded our clients expectations.

The client also benefitted from a 40% reduction in the volume of voice contacts. Combined with the improvement in Customer Net Promoter score this meant our client had a leaner, more efficient, more effective and more profitable service.

RESULT

Success!

30%

Increase in Customer Net Promoter scores exceeded our clients expectations.

The client also benefitted from a 40% reduction in the volume of voice contacts. Combined with the improvement in Customer Net Promoter score this meant our client had a leaner, more efficient, more effective and more profitable service.

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