T-Mobile UK Sweeps Awards

T-Mobile UK and Fizzback swept aside competition to win two prestigious industry awards. Nominated for the Customer Service Training Team of the Year for Contact Centres and the Telecoms and Digital Customer Experience of the Year, T-Mobile UK and Fizzback impressed the judges with the impact the solution has made with employees and customers alike, and walked away with both awards.

The Customer Service Training Team of the Year for Contact Centres (which was presented on by T-Mobile UK in front of a panel of judges) was the first prize of the day. By using the customer feedback gathered through the Fizzback real-time Customer Engagement Platform, T-Mobile UK is able to provide innovative and actionable training advice for its customer service advisers in their call centres. The judges were impressed by T-Mobile UK and described their entry as showing “great innovation, they redefined the meaning of ‘training team’.” The Digital Customer Experience of the Year award was assessed against five criteria; customer strategy, business results, staff engagement, corporate and social responsibility, and originality and innovation. On presenting the award to T-Mobile UK, the judges commented on “a very clear initiative, using Fizzback real time customer engagement platform, which delivered outstanding uplift in customer satisfaction and first call resolution.”

Lee Mostari Voice of the Customer Manager from T-Mobile UK commented on winning the awards: “We are thrilled that all our hard work over the last two years has been recognised, for the training that we provide for our customer service frontline agents. Through our partnership with Fizzback we have been able to accurately structure our training program to meet the individual agent coaching and development needs to improve our overall customer satisfaction and efficiency in dealing with calls in our contact centres.”

T-Mobile UK implements Fizzback across a number of touch points including retail stores, telesales, customer service and networks. This has transferred itself into a 30 point gain in Customer Satisfaction scores and a 10 point increase in First Call Resolution over a two year period. Real change has been driven within T-Mobile UK by incorporating and uniting the whole business behind the Fizzback system. This has taken shape in the form of the board meeting for a Voice-of-Customer committee and front line employees are rewarded for great satisfaction scores.

Fizzback CEO Rob Keve stated: It is very pleasing that the collaboration between Fizzback and T-Mobile UK has advanced thinking behind training for customer service advisers for contact centres. These awards rightly identify T-Mobile UK and Fizzback as thought leaders in this area, constantly driving forward ideas to improve training methods.”

Fizzback helps brands to engage with their customers. The Fizzback™ service solicits instant customer feedback at the point of experience and employs a unique artificial intelligence engine to understand the nature, sentiment and tone of comments. Tailored responses are generated and delivered in real-time, driving meaningful conversations. Relevant staff are intelligently alerted, enabling companies to resolve customer issues quickly, and an interactive dashboard, including KPIs and verbatim customer feedback, helps senior management drive their business by voice-of-customer.

Fizzback™ is being used by companies determined to innovate and differentiate themselves through a superior customer experience. In practical terms it is like being able to walk the shop floor 24/7, listening to what your customers are saying and acting upon their insights.