When we first started working with Sony Mobile Communications (formerly Sony Ericsson) in 2007, our mandate was to improve their customers’ contact centre experience. We achieved this by investing in training our front line staff to be able to resolve queries more efficiently in the first call. In the first year of operation we reduced Sony’s talk time from an average of 300 seconds per call to less than 240 seconds, as well as reducing the all-important number of customer call backs.
“Since we brought Telnet on board they have gone from strength to strength, over performing KPIs and becoming an invaluable and completely integrated part of our team.” Steve Wilson, General Manager, Sony Ericsson Australia
Read more in the Sony Mobile Case Study.