Neuf Telecom Support Services
Serco’s contract with Neuf Telecom began with the provision of support to close approximately 35,000 customer complaint files. Through providing high levels of support Serco has managed to transform the activities into a performance-based contract with volume and quality commitments.
Part of the French Groupe Louis Dreyfus, NeufTelecom is a private telecommunications operator. When at the beginning of 2002 Neuf Telecom was seeking for a more robust customer complaints partner, Serco’s service provision was accepted in addition to existing Customer Relations Management. After 3 years of operation, the contract involves 80 Serco staff and is still in the process of expanding.
Via a centralised CRM system, customer complaints are received and processed using dedicated software. An average customer compliant takes less than 12 minutes thanks to pre-set scripts to guide the conversation and assist the call agent.