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Founded in 2001, Lebara offer low-cost international calling with an emphasis on customer service. Recipient of 8 major CS awards in 2012, including "Best Large Contact Centre", their London-based call centre staff handle 3 million calls within 30 seconds in any of 27 different languages every year. Their NPS score of 67% – much higher than the industry average – shows their commitment to building a CS-based organisation. Matthew describes how a combination of Employee Engagement and their concept of S.M.I.L.E. (Supportive, Moment of Connection, Individual, Laugh and Empathy) has reduced costs, increased their NPS score and most importantly – delivered a customer experience that is turning clients into advocates in a competitive marketplace.