The Client

A leading UK network operator.

Business Challenge

The client wanted to boost their customer satisfaction rates through closely-monitored agent engagement and Net Promoter Score. They wanted a partner that could provide a technical support team to deliver a better customer call experience. A consistent service delivery was required to ensure seamless optimum customer experience. A deep understanding of tone of voice, beliefs and brand that aligned with the core values of the client needed to be demonstrated at all times.

The Ingram Micro Lifecycle Solution

Ingram Micro Lifecycle was able to supply a customer support package to meet and exceed the client’s needs.

Regular and consistent quality meetings ensured that call center teams adhered to one single framework. This supported all handlers in using the correct brand terminology and phrases, making for a seamless experience for the end user customers.

With technical experience and know-how fed into all handlers, a more robust support solution was delivered. This went beyond simple calls and commonly asked questions, and reduced the volume of devices that were being returned for repairs, keeping end users connected for longer. Agents provided detailed diagnostics to the client as to how end users were using their devices.

In addition to call center support, Ingram Micro Lifecycle received handset returns for processing, repair and refurbishment, providing an end-to-end solution for the client.  

Key Solution Benefits

• Enhanced customer service and state of the art diagnostic solutions
• Best NPS the client had ever received
• 25+ years of experience in providing technical assistance to network providers
• Successful returns avoidance. Over 50% of enterprise customers no longer had to return devices for repair
• Outputting over 400,000 same-day repairs