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Following NICE implementation, Celcom Axiata achieves boost in customer satisfaction

AvantiKumar | Sept. 28, 2015
Malaysia’s Celcom Axiata announces 16-point NPS improvement with NICE Voice of the Customer solution.

Raghav Sahgal, President of NICE Asia Pacific 

Photo - Raghav Sahgal, President of NICE Asia Pacific.


Following the implementation of a solution from Tel Aviv-listed business and security solutions firm NICE, Celcom Axiata has announced a 16-point NPS (net promoter score) improvement, which is a significant boost customer satisfaction, said the Malaysian mobile telecommunications provider.

NICE Asia Pacific's president Raghav Sahgal said the NICE Fizzback solution, which was implemented in November 2014, allowed Celcom Axiata (Celcom) to collect customer feedback in real time and take immediate action to improve its customer experience.

Throughout its retail branches, NPS (net promoter score) has increased by 15 points, while its contact centre operations have seen a 16-point NPS improvement, said Sahgal, adding that Celcom has been named a winner of the 2015 NICE Innovation Award.

He said one benefit was that within 30 minutes of every interaction with a service agent, whether in person or over the phone, Celcom customers received a survey asking them to comment on their experience and level of satisfaction. The company can then quickly reach out to customers expressing any dissatisfaction and make sure their needs are being met.

"The NICE solution helps Celcom create perfect experiences by proactively reaching out to customers to ensure the highest level of satisfaction with its services," said Sahgal.

"Our closed-loop feedback technology delivers data directly to frontline employees, which in turn means faster responses and greater retention success," he said. "The success of the solution is clear - Celcom has already increased its NPS scores by 15-16 points across the board within just six months of launch."

According to Celcom, as part of its clearly defined customer experience strategy, the company has invested in customer satisfaction tools in order to create unforgettable experiences for its users.

NICE solutions are used by more than 25,000 organisations in more than 150 countries, including more than 80 of the Fortune 100 companies.


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