Transformation has traditionally meant structural or infrastructure change in an organisation to improve performance. McKinsey estimates that about 70% of transformation projects fail to deliver the promised value, and most organisations get less than a third of the expected results. Even with widespread AI use, clear business results are uncommon.
Sharing Is Caring -The Heart of Seamless Customer Care
The best customer care is seamless; customers don’t notice it; they simply move forward, satisfied. Different moments, different channels, but the same expectation.
In January 2023, we partnered with Vodafone UK and implemented the Sales Through Service (STS) project. We empowered our team to address customer needs while promoting sales growth. Our front liners delivered exceptional service and converted successful prospects into satisfied customers. We resolved customer queries with additional benefits such as improved customer experience, revenue generation for the business, and personal empowerment for the agents.
We created new hubs in Albania and Malaga, making them a place for new skill profiles. We established a trading model, processes, operations, and new EVO company codes. We created brand-new companies in new geographies while establishing and constructing building blocks that will continue to unlock immense potential in the coming years.
Challenges and Solutions
Challenges
To empower the Vodafone group, enable two new hubs in Albania and Malaga (Spain) to be home to new skill profiles under the expanding global VOIS umbrella.
Solutions
We created two new companies in new geographies and new company codes in EVO and established a trading model and relevant financial processes to enable operations.