T-Mobile Austria Achieves Dramatic Improvement of 69 Percent in Satisfaction with Innovative Survey Follow-ups

Closed Loop Process for Customer Service Surveys Showcases How Call Centers Can Drive Improvements in Loyalty, Even After Poor Experiences

Jan 29, 2013, 08:00 ET from ResponseTek

VANCOUVER, British Columbia, Jan. 29, 2013 /PRNewswire/ -- T-Mobile Austria, part of the Deutsche Telekom Group, has furthered its customer experience management (CEM) program resulting in a 69 percent increase in customer satisfaction and 20 percent increase in contract extensions for at-risk customers. Following a call center interaction, unhappy customers are automatically identified in real-time through ResponseTek's intelligent software and senior agents are alerted to personally call back the customer.

Looking to remain ahead of competition and set new standards for service, T-Mobile Austria is taking the next step to leverage rich customer data to drive operational improvements. With service recovery in mind, a "call-back" program has been initiated by front line agents to remedy issues for disappointed customers. Reviewing customer feedback scores and comments is already a daily task for agents, but with these follow-up calls, a true closed-loop process has been established.

"The newly implemented process is beneficial in various ways: agents are educated to fix problems in the first contact, [customers] are pleased that Customer Service takes their feedback seriously and a 20 percent potential increase of contract renewals is definitely beneficial for T-Mobile Austria," states Christoph John, senior manager Customer Experience Management at T-Mobile Austria. "We now have a way to quantify the revenue impact of customer satisfaction and influence it positively through our actions."

Unhappy customers are highlighted through ResponseTek's automated push reports and alerts and, through sentiment and text analytics, verbatim feedback is analyzed to filter customers with resolvable issues. Senior agents then call back these identified customers to resolve their issues. The feedback from both customers and agents on the process has been quite positive, as satisfaction scores following the call-backs have risen 69 percent from initial survey results and, as a call center agent summarizes: "[Customers] are really happy about it. Most of them don't believe that anyone read their SMS, but with the call-back, they know that T-Mobile has serious service!"

"T-Mobile Austria is truly living their customer centric promise and setting a new standard for not only the European mobile market, but also cross-industry customer experience programs," states Syed Hasan, president and CEO of ResponseTek.

For more information about T-Mobile Austria's call-back program, read the case study available at: www.responsetek.com/tmobile-casestudy

About ResponseTek
With over 12 years of experience, ResponseTek is the leader in customer experience management software solutions for the enterprise market. The ResponseTek Listening Platform™ is implemented by leaders in the telecom, insurance, financial services, tourism and retail sectors. With its unified view of the customer across multiple touch points – retail, contact center, technical support and online included – a single system is delivered that integrates channels, lines of business and countries. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada, London, UK and Sydney, Australia.  www.responsetek.com

About T-Mobile Austria
T-Mobile Austria has 4,076 million customers and is the second biggest mobile operator in Austria. The company is known for driving innovation in the Telco Business. Both brands "T-Mobile" and "tele.ring" address two different target groups: T-Mobile lives by the slogan "Life is for sharing" and offers innovation in regards to smartphones, services and applications. The brand tele.ring is the successful "value for price"-leader on the Austrian telecommunication market.

In 2011 T-Mobile invested over € 100 million in the network with a specific focus on the roll out of HSPA+ and the next generation mobile network LTE. T-Mobile Austria has 1.400 employees. In 2011 the company was awarded as one of the most attractive employers in Austria from Aon Hewitt. T-Mobile's headquarter the T-Center is based in Vienna on the Rennweg near the "Sudost-Tangente". Next to 48 T-Mobile shops T-Mobile also has sales offices in Salzburg, Innsbruck, Graz and Klagenfurt.

T-Mobile Austria is a subsidiary of Deutsche Telekom AG and hence, belongs to one of the world's leading companies in telecommunications. The company's international outlook allows T-Mobile customers to benefit from a wide range of products and services, both at home and abroad.

ResponseTek Media Contact

Anita Bhatti

Michael Salmassian

Marketing Manager

Nadel Phelan

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T-Mobile Austria Media Contact

Barbara Holzbauer

Corporate Communications




SOURCE ResponseTek