| |  | | | We leverage technology to create sustainable business value for clients. Our adaptable Global Engagement Model (GEM) provides our clients with the flexible ability to improve business performance. | | | A major telecommunications company | | All of us want to believe that being a satisfied customer means something - and we question the integrity of companies as they attempt to save money with changes that seem to compromise the quality of their products or services. While some companies use sales figures and revenue as barometers of customer approval, the successful ones actually track the satisfaction of their customers. | | A major telecommunications company wanted to maintain its reputation for service excellence by tracking the efficiency and perceived value of its multiple call centers. Its challenge was to not only measure customer satisfaction, but to also accurately identify the various metrics that customers valued. To accomplish this it needed a partner - one that could help design a solution and gather the right information, then transform it all into a useful tool for both managers and call-center employees alike. | | Adea implemented a scorecard solution compliant with the industry-standard process developed by Purdue University for measuring the performance of customer-service departments. The solution was not only compliant, it was also consistent across all of the client's call-center locations. It was actionable. It was based on operational measurements. And it incorporated valuable business intelligence. Adea then provided a forward-looking road map for integrating additional options over time to ensure the best use of processes and technologies. Now this telecommunications giant not only knows how to keep customers connected - it also knows how to keep them satisfied. | | Innovation through technology. A Commitment to excellence. The Agility to get the job done. Adding Value. Contact us today to see what Adea can do for you. | | Back | | | |
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