Case Study: Telecoms Provider Improves NPS

A mobile telecommunications provider has improved customer satisfaction since implementing the NICE Fizzback solution.

Celcom Axiata Berhad, based in Malaysia, has seen significant improvement in customer satisfaction since implementing the solution in November 2014.

Throughout its retail branches, NPS (Net Promoter Score) has increased by 15 points, while its contact centre operations have seen a 16-point NPS improvement.

As a result of its success with the NICE Voice of the Customer solution, Celcom has been named a winner of the 2015 NICE Innovation Award.

The solution allows the company to make strategic decisions based on the analysis of large amounts of customer data. It also provides managers and front-line employees increased visibility and helps them take immediate action to prevent customer churn.

For instance, within 30 minutes of every interaction with a service agent, whether in person or over the phone, the company engages its customers by asking them to comment on their experience and level of satisfaction. The company can quickly reach out to customers expressing any dissatisfaction and make sure their needs are being met.

According to the company, as part of its clearly defined customer experience strategy, the company invested in customer satisfaction tools in order to create unforgettable experiences for its users.

This contributed to the improvement in its customer service, as the solution allowed them to immediately act on the feedback it received following all interactions.

“The NICE solution helps Celcom create perfect experiences by proactively reaching out to customers to ensure the highest level of satisfaction with its services. Our closed-loop feedback technology delivers data directly to front-line employees, which in turn means faster responses and greater retention success,” said Raghav Sahgal, President of NICE Asia Pacific. “The success of the solution is clear – Celcom has already increased its NPS scores by 15-16 points across the board within just six months of launch.”

For more information about NICE Systems, visit their website.