What Did They Say (WDTS)

Situation & Challenge

With over 100K surveys received from customers every month, this client has been running QA & sentiment analysis activities but still wanted to explore new ways to utilize customer feedback to enhance CX. Where the question quickly became; How can we make our customer feel more heard ?

Solution

• Linked the surveying system to a dashboard designed to display the feedback (NPS scores & Comments) history of the calling customer.
• Designed a call handling approach to build trust and absorb customers’ frustration by displaying empathy and acknowledging previous ratings & comments.
• Designed & cascaded a briefing pack in daily huddles to introduce the tool & approach.
• Launched a communication campaign to build direction and awareness of the tool.

Results

Points increase in
nesting teams NPs

Points increase in
ASAT

0 %

Increase in
First Call Resolution

CUSTOMER SERVICE TELECOMM

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