Case Study: Large Internet Provider boosts customer loyalty with TTEC

Large Internet Provider - Customer Case Study

TTEC worked with a large internet provider that had acquired a new consumer division, bringing in more than 110,000 broadband subscribers and 250,000 additional active services. The challenge was to turn a potentially disruptive transition into a positive customer experience and prove to new customers that the acquisition would mean better service, not just a change in ownership.

TTEC helped shift the division from an efficiency-driven model to a customer-centric one by introducing Net Promoter Score®-based quality measures, integrating customer feedback into sales and support, and redesigning training, processes, and technology around customer verbatims. The result was a 228% increase in NPS™, from negative 45% to 30–35% within two years, with continued improvement to 57% in 2014 and a goal of exceeding 60%.