Our relationship with this telecommunications business began in 2013 when a high street mobile phone re-seller decided to launch their own brand into a very competitive mobile market.

Aimed at a niche customer group, the brand grew to over 100,000 customers within the first 18 months in the market, and we supported them through this incredible growth period.

After being purchased by one of the top four Mobile Operators, the brand has now partnered with the UK’s best known broadband provider.

As the Mobile market is highly competitive and extremely volatile, the current challenge that we are helping to address is being able to offer fantastic customer service to help retain the customers the operator already has, as well as retaining and attracting new customers through the Retention and Sales team.

Supporting all contact channels and delivering Back Office and Sales teams, as well as the expected Customer Service operations, we have been able to consistently exceed service levels and KPI’s, as well as deliver a reduction in overall cost to serve over the last five years.

The challenge for the brand was to continue growing market share whilst offering a high quality, cost-efficient service to their customers.

We designed and introduced a customer service support model that maximised technological innovation and kept the customer journey as simple as possible, helping maintain a very low cost to serve.

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