Celcom sees 16pt improvement in NPS with NICE solution
By Digital News Asia September 28, 2015
- Telco can collect customer feedback in real time and take immediate action
- As a result, Celcom named a winner of the 2015 NICE Innovation Award
TEL Aviv-based NICE Systems Ltd said that Malaysian telco Celcom Axiata Bhd has seen improvements in its Net Promoter Score (NPS) ratings since deploying the NICE Fizzback solution in November 2014.
Throughout its retail branches, NPS increased by 15 points, while its contact centre operations have seen a 16-point NPS improvement.
NPS is a commonly used methodology, calculated as the percentage of promoters (customers likely to promote a brand) deducted from the percentage of detractors.
The NICE solution allows Celcom Axiata to make strategic decisions based on the analysis of large amounts of customer data, the Israeli company said in a statement.
It also provides managers and frontline employees increased visibility and helps them take immediate action to prevent customer churn, added NICE Systems, which was founded in 1986 as Neptune Intelligence Computer Engineering.
For instance, within 30 minutes of every interaction with a service agent, whether in person or over the phone, Celcom customers receive a survey 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 Celcom, 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 significant improvement in its customer service, as the NICE Fizzback solution allowed Celcom to immediately act on the feedback it received following all interactions, NICE Systems said in its statement.
“The NICE solution helps Celcom create perfect experiences by proactively reaching out to customers to ensure the highest level of satisfaction with its services,” said NICE Asia Pacific president Raghav Sahgal (pic).
“Our closed-loop feedback technology delivers data directly to frontline employees, which in turn means faster responses and greater retention success.
“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,” he added.
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.
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