Lebara wins Best Customer Service at Mobile News Awards 2012

Having won the award last year in this category, it was a challenge to stay at the top and maintain the winning position, but the new panel of judges were impressed with Lebara’s supporting evidence on why they deserve to win over competitors.
 

The Customer Services’ SMILE culture and achievements, especially in its Net Promoter Score (NPS) of 67%, well above the industry standard measurement of customer satisfaction helped Lebara to win this award over competitors Vodafone and O2.

The multilingual team’s approach in ‘acting as if they own the company’ and engaging in personal, emotionally connecting conversations when dealing with customers justified Lebara Customer Services’ success.

Judges’ comments included: “Lebara shows an outstanding commitment to the customer” and “Nice to see how they bring the ‘human touch’ to customer service, an area in which we are all fed up of offshore call centres. It has successfully eliminated call scripts and has trained real people to listen.”