Project References

Industry :
Telecommunication

Operational Excellence

The Challenge

  • Roll-out of a new Csat concept to reverse dwindling customer satisfaction rates:
    • Make the customer the ultimate driver for quality of service delivery
    • Become best in class for Customer Satisfaction
    • Use quality of service for market brand positioning.

Avertim's approach

  • Define evolving customer expectancies
  • Define & agree Customer Experience strategy for next 3 years (aligned with overall company strategy)
  • Confirm methodology: NPS, RATER, ...
  • Main areas:
    • Separate B2B & B2C approach
    • Align CS processes to confirmed strategy
    • Implement supporting actions (IT developments, interaction with vendors, etc.)
    • Roll-out CE reporting on defined success criteria
    • Define customer communication plan with Marketing
  • Phased approach, prioritizing quick wins

Impact and added Value

  • Company-wide alignment on Csat management
  • Increased Csat focus throughout the Customer Service organization until agent level
  • Incorporation of Csat in marketing & sales campaigns
  • Ongoing actions on continuous improvement