Telecommunications Case Study 

Vodafone

Requirements

• Vodafone required an initial 100 FTE to be available within six weeks of agreement, with the final objective the handling of all pre-pay customer management calls across two TSC sites.
• Challenge set to TSC to develop & deliver a world class customer experience within a cost-efficient operating model.

Solutions

• First call was taken within 50 days of agreement being reached.
• This required total commitment and flexibility from TSC employees to put in place the infrastructure and people within agreed timescales.

Results

• High volume resource capability was developed in a very short space of time whilst ensuring exceptional customer service ability.
• Successful planning and implementation ensured accuracy of call profile and delivery.
• TSC consistently achieves class leading first opportunity resolution results, driving up customer satisfaction and driving down operating costs.
• Third Party Mystery Calling results reflect the high standard of customer service delivered.
• Flexible resource to better manage peaks and troughs in call volumes.

Company Overview

• Vodafone UK Group is part of the world’s largest Mobile Telephone company.
• It aims to offer excellent customer service at all times and build long-term relationships with every customer.
• With the renewed focus on the pre-pay customer base, Vodafone quickly identified their requirement for a flexible partner with experience in mobile telephony, not just to deliver excellent customer service but to contribute to the development of overall customer propositions.

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