Case Study: Globe Telecom achieves higher CSAT and lower contact center costs with KMS Lighthouse

Globe Telecom deploys Lighthouse and significantly reduces contact center costs and increase CSAT scores

Globe Telecom, a leading telecommunications provider in the Philippines, wanted to improve customer service while reducing contact center costs. Its existing knowledge system was hard to use, making it difficult for thousands of agents to find the right information quickly and leading to long hold times, repeat calls, and transfers. KMS Lighthouse was brought in with its Lighthouse knowledge platform to help agents share and access information more effectively.

KMS Lighthouse deployed Lighthouse across Globe Telecom’s contact centers and shops, giving agents faster access to knowledge and improving consistency in customer support. The results included a 150% improvement in customer satisfaction scores, 15% less time spent on calls, lower service costs, and Globe exceeding its ROI forecast. For the first time in its history, the company’s contact centers also surpassed their quality targets.

Globe Telecom

Michael De La Cruz

Head of Customer Communication