Logo
 

VIRGIN MOBILE
Creating the Ideal Call Centre Experience

Virgin Mobile Australia Call Centre Experience

OVERVIEW

Proto Partners co-designed with Virgin Mobile Australia the key components of a great call and the characteristics and behaviours of a great call representative.

 

CLIENT TESTIMONY

“Right from the get go, the Proto Partners team demonstrated flexibility in their approach which made such a refreshing change to the traditional consulting model of ‘please submit a change request’. Furthermore they took the time to coach and mentor each of us through the service design process which was new to all of us. It was a highly creative and energetic time whereby we had tremendous staff engagement across diverse teams from IT through to marketing.
They helped us achieve our customer churn reduction targets and exceed our customer satisfaction targets, all whilst stripping out in excess of 20% of our service costs in under 12 months. Whilst the tools, processes and the approach were all fantastic it was ultimately the ability for Proto Partners to help us stay focussed on the customer that enabled us to win in the market.”
– Matthew Anderson, COO at Virgin Mobile (2010-2012)


BUSINESS/DESIGN CHALLENGE

The Call Centre experience is central to customer satisfaction and overall advocacy. How might Virgin Mobile Australia ensure that every customer who phones in, ends the call feeling happier and more positive about Virgin, than if they hadn’t called at all?

CUSTOMER STRATEGY

Proto Partners sent a team to spend a week in Manila, on site in the Virgin Mobile Contact Centre. The team’s goal was to fully understand what prevented staff from delivering an outstanding customer experience.

Proto Partners used a number of customer research tools to focus on both Virgin staff and operational processes, and soon discovered what was holding back the delivery of a warm, human and enjoyable service experience.

Working with Virgin Mobile, Proto Partners reduced the compulsory 41 point phone call checklist to a set of five guidelines. Within the new guidelines, staff could bring both their personality and initiative to solve more customer problems. Call times were also reduced.

The result was a far warmer personal engagement. Customer problems were solved first time and phone calls were a far more positive experience for staff and callers. By understanding the internal customer and the end customer, Proto Partners could provide a strong, long-term answer to the problem.

OUTCOME

Proto Partners co-designed with Virgin Mobile Australia the key components of a great call and the characteristics and behaviours of a great call representative.

We also developed a 6 month training program which included the teaching of ideal call flows, customer experience scorecards, grading standards and explanatory videos.

 


RELEVANT SERVICES