Case Studies

Case Study Vodafone

Overview

Conduit has a long standing relationship with Vodafone PLC. We provide inbound and outbound services for Vodafone UK answering over 650,000 calls and contacts per month. These activities serve the Consumer and Enterprise Business Units covering 6 business streams including, Retail Acquisition Support, Credit Assessment, ‘Pre-Pay’ and ‘Post-Pay’ Billing and Charging, On-line Acquisition Support and Back Office function. The operation employs over 950 staff across 2 locations in Cardiff.

The challenge

To maximize the customer experience for Vodafone’s customers: Conduit has been commissioned to ensure that each customer contact is delivered to the highest possible standard. We coach and train our staff to resolve the customers query on the first contact, to answer all questions to the highest standard even thinking ahead to possible future queries, address them and educating the customer to relevant additional functionality and products.

Conduit has consistently improved on key metrics when delivering these services to Vodafone. Financial measures such as ‘revenue per call’ and ‘cost per call’ have been maximize and reduced respectively, while simultaneously delivering a consistent increase in customer satisfaction and resolution.

Added Value

Conduit view the ‘best in class’ operational delivery of a clients business as ‘the minimum standard’. Our successful relationships are built not only on rock solid operational delivery but on Continuous Improvement and Business Intelligence. Through these activities we seek ways to improve our clients business’s, both the in-house and outsourced elements are analyzed in conjunction with the clients strategy and actions are taken leading to measurable improvements across cost, revenue and quality KPI’s.

We are currently working with Vodafone in numerous areas’ including the use of text as a customer service communication channel and Voice Analytics to map, understand and reduce the propensity to call.