One of our clients is a worldwide mobile phone operator. With almost 500 million individual subscribers, keeping up and improving customer satisfaction is a round the clock undertaking. To get such a large base of customers the client has a track record of setting strong sales strategies and following up on actionable data. As a long-time partner, we at AQ provide this data.

We obtain this data from the physical stores and the call centres. Stores owned by the client, indirect channels (resellers) and competitors are visited multiple times per year. During these visits the sales script is measured according to the required sales standards as set by the client and us. Stores are also audited which means one of our auditors will go into a store and check if every aspect of the store is up to standard. The audits focus on the hard skills, the visibility of the promotional materials and the cleanliness of the store. This visit is very detailed and gives headquarters an unbiased assessment of the state of the store and its marketing materials.

Besides the visits to the stores we also measure the various call centres. The client focuses on the consumer market as well as the business market. Both types of call centres are measured with sales scenario scripts in order to generate actionable data. The calls give the client a clear insight the performance of the call centres.

Many of the internal stakeholders use the results from the program to improve their daily activities. The call centre management gets a third party view of the calls, the marketing department sees the implementation rate of their strategy on the front line and the training department sees the effectiveness of their programs. By focusing on front line data management can keep different departments accountable to front line results. This has shown an increase in customer satisfaction and an ever growing base of customers.

Contact us to find out more or to speak with the client.