The project

Delivering an improved and streamlined customer journey for Three

We transformed Three’s customer journey ¬¬¬– improving the style, content and flow of its communications and the verbal and written skills of its outsourced Indian call centre team, Tech Mahindra.

We also helped with team recruitment, training and on-the-job support¬¬¬ – to validate the company’s position as the consumer champion by providing a high-quality and consistent customer experience.

The results

Improved customer satisfaction

A robust customer experience training and assessment program, writing clinics, and revamped communications led to Three’s eServices team’s Net Promoter Score soaring to an industry-leading +55. First-time resolution improved to 83% and advisor satisfaction climbed to 89%.

Increased employee engagement

Using Three’s Employee Satisfaction Index, employee engagement moved from 3.70 to 4.46. This helped Tech Mahindra take 12th place in Gallup’s Great Workplace Awards.

More operational efficiencies

The ‘super-agent’ model we implemented produced greater agent productivity, translating to 20% lower cost per transaction due to the ability to manage chat interactions concurrently.

Award wins

Ovum recognised the program and the team at its Industry Congress, where it won the ‘Transforming Customer Experience’ Award. It also took home two customer experience awards at the prestigious Complaint Handling and Customer Experience Awards.

Related Work