Few industries feel the pressure of keeping customer satisfaction high like the telecommunications industry. The ubiquity of mobile devices coupled with 24/7 Internet access has created a culture of consumers who are not only obsessed with connectivity and speed, they also demand instant gratification and fast resolution to their issues. In such a fast paced, competitive industry, the customer holds the power… including the power to change service providers.
This was especially the case when a worldwide telecom leader came to Valor facing lagging customer satisfaction ratings and decreased market share. They were feeling pressure financial pressure from market conditions and the number of delinquent accounts were making those pressures worse.
Valor Global stepped in to hep them increase their satisfaction rates while reducing the number of delinquent accounts. Because of the success in achieving high customer satisfaction surveys (CSAT) and improving other Key Performance Indicator (KPI) levels, the program expanded to inbound customer care.
To find out more about the Global Telecom’s challenges, program and results, you can view the full Success Story here.