Vodafone Germany Case Study
Customer Profile:
Vodafone DE (VF-DE) is a mobile telephone company, operating in Germany serving
both prepaid and post paid customers on GSM and UMTS (with HSDPA)
Business Need:
VF-DE needs a competent fluent/native German speaking talent pool capable of offering
the VF branded customer experience
The Solution:
- - 18 agents were selected for the first wave to join the German Account. Quality coaches were flown to Germany for training
- - Dedicated IT, infrastructure, facilities etc. to offer a Vodafone branded customer
experience
- - Courtesy and culture-to-serve in every interaction with call centre agents
- - VF-DE awarded VIS German Account as being its “Best outsourced international contact centre” just 4 months after launching the operation in Egypt.
- - Several awards have since been awarded to the German Account for best NPS figures
Key Customer Benefits
- - Impressive NPS score
- - Supporting up-selling activities
- - 100,000 calls answered call per month
Customer Testimonial:
VIS German account demonstrated superb performance & competed along with Estonia
& Hungary and was able to exceed expectations within only 4 months old operation
to the extent that it has been awarded by VF-Germany as Best Off-Shoring Center
for the Best Quality & Customer Satisfaction results across all VF-Germany outsourced
service providers.