Case Study: Vodafone boosts retail customer experience with TTEC

Vodafone Revolutionizes Retail Service With Mindset Shift

Vodafone partnered with TTEC to transform its retail service experience and create a more consistent brand presence across its 15,000+ stores worldwide. As smartphone technology and customer expectations became more complex, Vodafone needed a better in-store experience that would help customers explore devices, make confident purchase decisions, and receive support after the sale.

TTEC helped Vodafone equip nearly 5,000 frontline employees in more than 17 countries with new customer service training focused on a customer-centric retail mindset, stronger advisor skills, and improved confidence in serving shoppers. The rollout increased staff engagement and motivation, and helped drive a 22% increase in Net Promoter Score within three months of implementation.

Vodafone