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Redefine the customer service experience for a large telecom player in the African market. Help realize the vision of being the most loved brand in Africa by 2015

The Task:

Customer Service can be the most important differentiator and to be the most loved brand enriching lives of millions would require putting customer at the heart of every action. Centum Learning partnered with the telecom provider in achieving its vision by marrying customer service experience with the brand personality and launched an iCARE programme to achieve plus 1 customer service experience.

The Solution:

Centum Learning team of learning & development specialists collaborated with the client to launch the iCARE programme. The iCARE philosphy "by YOUR side" was derived from the customer experience philosophy "Trustworthy, Reliable & Responsive and Making our Customers life really simple & easy" along with the client's brand personality traits. iCARE – stands for Connected, Attentive, Responsible and Enthusiastic and the “iCARE” values embody the aspects of the customer experience philosophy and client's brand personality, enabling it to take that LEAP towards being the 'most loved brand"

The Result:

Centum Learning partnered with the client to roll out the 2 day iCARE programme in 16 African Countries, spread over 215 training man days, covering 26 TEC's and 4315 agents. The iCARE post training scores went upto 99% and average feedback scores were 4.45 (on a scale of 5). Centum Learning also launched an iCARE Continuum whereby it audits the impact of the programme at contact centers & showrooms; introduced Standardized Quality Monitoring Sheet and introduced iCARE management programme for team leads.


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CIN: U74120DL2007PLC158956

Tel: +91- 4588 1000 / 1200 , 4600 1100

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