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ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
ECEW 2013 Matthew Kemp - How to move from Service to Experience
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ECEW 2013 Matthew Kemp - How to move from Service to Experience

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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 …

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.

Published in: Business, Education
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  • 1. Our Journey from moving from Service to Experience.
  • 2. Customer interactions in 2012 Opportunities to retain a customer Opportunities to reinforce the Lebara brand Opportunities to amaze our customers
  • 3. The Right Selection •Preferably no call centre experience •Fit to experience •Care base assessment centre •Agent team get the final say
  • 4. Our Results- 2012 -2% in 2010 to 58% in 2012 at a weekly level. We have dramatically reduced our cost to serve Over 2million calls answered, at 90% PCA across 25 languages, <30 sec. Utilisation 85%

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