A major company with a complex call centre environment was keen to get to improve the customer experience for those calling the call centre requiring billing and support services. With such a high volume of calls, they wanted the ability not just to listen to their customers’ experiences, but also to be able to act upon their feedback to drive greater satisfaction and to ensure that customers would be less likely to churn.
The company commissioned Nielsen to support them and enable them in their challenge. Nielsen integrated its closed-loop feedback listening technology, driving impressive results for the company, saving customers previously likely to churn, increasing customer satisfaction and enabling the company to improve the services offered to its customers.
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