Case Studies

Telecommunication Industry Case Study: An Innovative Partnership

The client’s story

Original, innovative and a service with a smile – the culture of this telecommunications provider resonates very well with Mindpearl’s own brand and our key attributes! We understand customer service and work well with brands that embrace positivity and originality. This telecommunications provider is an award winning innovator. They are leaders in providing international mobile services in 7 European countries and in Australia. They have revolutionised the customer service methodology by empowering their contact centre staff to ‘act as if they own the company’ and engage in personal, emotionally connecting conversations when dealing with customers. Today, they are one of Europe’s fastest growing mobile companies, with some 4 million active customers and 1000 employees worldwide.

The need

They were looking for a contact centre that could provide an assortment of contact services, from general enquiries to SIM activations, back office support and social media support – with one important original component – that this service is provided in an emotionally engaging and personal way. The project was driven by ever increasing labour costs in the Australian market place and a desire to source a more customer centric solution.

Project constraints included the project timelines and due to their specific requirements, a contact centre that was not only able to provide the services they were looking for, but one that would adapt seamlessly to their culture, physical desk layouts, as well as motivated agents that think beyond a scripted environment to best protect their brand.

Our solution

Our unique strength at Mindpearl is that we are flexible and adapt seamlessly to provide service in the exact style that our clients want. We work tirelessly to embody our clients’ brands. With our people, and your brand, we achieve success! So, how did we provide a solution to this telecommunications provider?

Our partnership approach involved both parties agreeing to processes, clear, shared objectives; visibility; active two-way communications; accountability; effective project and change management. One of the mechanisms used to speed up delivery and ensure certainty of outcome was to utilise Mindpearl’s local knowledge to adapt and evolve the training curriculum to achieve greater call handling efficiencies whilst not diminishing the key Customer Service delivery outcomes.

Happy Conclusion

Our partnership started in Mindpearl Fiji, January 2012 for servicing the Australian and UK market. In June 2014, we successfully extended the customer service support to our Mindpearl centre in Cape Town, South Africa for European markets in English and French. Today we are a true extension of their in-house team.

This partnership has managed to achieve a 40% reduction in personnel costs, with productivity and efficiency outcomes maintained. Value-adds include exceeded Net Promoter Scores, extended trading hours and a 15% increase in manpower. This has become a truly beneficial relationship between two businesses that are equally committed to on-going service innovation, brand protection and customer service excellence.