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T-Mobile Austria Improves CEM With ResponseTek

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1/30/2013
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VANCOUVER -- T-Mobile Austria, part of the Deutsche Telekom Group, has furthered its customer experience management (CEM) program resulting in a 69 percent increase in customer satisfaction and 20 percent increase in contract extensions for at-risk customers. Following a call center interaction, unhappy customers are automatically identified in real-time through ResponseTek’s intelligent software and senior agents are alerted to personally call back the customer. Looking to remain ahead of competition and set new standards for service, T-Mobile Austria is taking the next step to leverage rich customer data to drive operational improvements. With service recovery in mind, a “call-back” program has been initiated by front line agents to remedy issues for disappointed customers. Reviewing customer feedback scores and comments is already a daily task for agents, but with these follow-up calls, a true closed-loop process has been established. Unhappy customers are highlighted through ResponseTek’s automated push reports and alerts and, through sentiment and text analytics, verbatim feedback is analyzed to filter customers with resolvable issues. Senior agents then call back these identified customers to resolve their issues. The feedback from both customers and agents on the process has been quite positive, as satisfaction scores following the call-backs have risen 69 percent from initial survey results and, as a call center agent summarizes: “[Customers] are really happy about it. Most of them don’t believe that anyone read their SMS, but with the call-back, they know that T-Mobile has serious service!” ResponseTek Networks Corp.

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