ecew 2013 matthew kemp - how to move from service to experience
DESCRIPTION
Founded in 2001, Lebara offer low-cost international calling with an emphasis on customer service. Recipient of 8 major CS awards in 2012, including "Best Large Contact Centre", their London-based call centre staff handle 3 million calls within 30 seconds in any of 27 different languages every year. Their NPS score of 67% – much higher than the industry average – shows their commitment to building a CS-based organisation. Matthew describes how a combination of Employee Engagement and their concept of S.M.I.L.E. (Supportive, Moment of Connection, Individual, Laugh and Empathy) has reduced costs, increased their NPS score and most importantly – delivered a customer experience that is turning clients into advocates in a competitive marketplace.TRANSCRIPT
Our Journey from moving from Service to
Experience.
Customer interactions in 2012 Opportunities to retain a customer Opportunities to reinforce the Lebara brand Opportunities to amaze our customers
The Right Selection •Preferably no call centre experience •Fit to experience •Care base assessment centre •Agent team get the final say
Our Results- 2012
-2% in 2010 to 58% in 2012 at a weekly level.
We have dramatically reduced our cost to serve
Over 2million calls answered, at 90% PCA across 25 languages, <30 sec. Utilisation 85%
