CUSTOMER CENTRICITY

Managing 5 million customers hanging off multiple billing systems serviced via disperate call centres non of which are virtualised was never the easiest model for world class customer service.


Despite that challenge we were determined to imrove the service levels at ntl and were very successful at achieving our goal. By working with Responsetek (www.responsetek.com) we implemented the real time customer advocay tracking mechanism to allow us to manage our business effectively and focus on the real issues faced by customers rather than the myths of what we thought was wrong.


We continue to follow that path by working with Responsek on our assignments. By having experience of how to implement customer advocacy and having a relationship with a world class provider we hit the ground running when challenged with a business that quickly needs to turn around it's service levels.