Conduit to talk for Tesco Mobile

Conduit has been contracted by Tesco Mobile to provide a range of customer care capabilities.

The company is already the point of contact for several leading private and public sector companies including Vodafone in the UK and Tourism Ireland and TalkTalk in Ireland. The new contract will be run from Conduit’s Dublin operation.

Tom Britten, General Manager Tesco Mobile Ireland, said “We are delighted to be working with Conduit. Tesco is an industry leader in its sector and we were looking for a contact centre service that could match that reputation. Tesco Mobile is a significant development for the Irish mobile phone industry, and is delighted to be working with an experienced and high quality, customer focused contact centre provider. Conduit is a perfect fit and we look forward to working with them over the next few years.”

Conduit understands that they are acting on their client’s behalf as the essential ‘voice’ of their brand. Conduit’s success is in their ability to tailor their offering to the individual client’s requirements. In Tesco Mobile’s case, Conduit has developed training programmes which include an Accent Neutralisation and Email Etiquette course.

Conduit understands that as Ireland has become more multi-culturally integrated, it is important to ensure that all staff speak in a way that can be best understood by all customers. Approximately 20% of Conduit’s workforce is non-national so the Accent Neutralisation course simply trains the Foreign National staff on the clearest pronunciation of western words and how to effectively communicate to customers over the phone while embracing cultural diversity. The email etiquette course is developed with the client in mind – it ensures that all communication is delivered in the client’s ‘tone of voice’.

Tesco Mobile assisted in the development of both programmes in order to ensure that their brand identity and tone of voice was incorporated into the training. Conduit handle all customer registrations, service queries, moving customers numbers from other networks and back office administration on behalf of Tesco Mobile. Tesco Mobile has also developed incentives for their shoppers in switching to their (089) prefix network. Tesco Clubcard holders can collect club card points while topping up and using their phone, an incentive which has been well received.

Pictured: Denis Creighton, Brian Hannon and Tom Britten.