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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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    Corporate Office »

  • Neelagagan, Mandi Road,
    Sultanpur, Mehrauli,
    New Delhi - 110 030.
    CIN: U74120DL2007PLC158956
    Ph: +91- 4588 1000 / 1200,
    4600 1100
    Fax: 91-11-46001111
    contactus@centumlearning.com


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    Parkside Towers, VI Floor
    Mombasa Road
    Box No 73146 00200
    Nairobi
    TEL: +254 733 466436
    +254 788 736382
    contactus.africa@centumlearning.com

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  • Centum Learning Ltd.
    6th Floor, Trade Tower Nepal,
    Thapathali, Kathmandu
    PIN: 44600, Nepal
    Ph: +977 – 9801210590
    Fax: +977 – 5111045
    contactus.nepal@centumlearning.com

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CORPORATE OFFICE

Centum Learning Limited

Neelgagan, Mandi Road, Sultanpur,

Mehrauli, New Delhi-110 030.

Fax:+91-11-46001111

CIN: U74120DL2007PLC158956

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

For Business Queries, Please contact :
+91- 011 4588 1140 / 4588 1097 9:30 a.m. to 6:30 p.m.)


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African Headquarters

Centum Learning Limited

Parkside Towers, VI Floor

Mombasa Road

Box No 73146 00200

Nairobi

TEL: +254 733 466436
+254 788 736382

Write to us

contactus.africa@centumlearning.com

Nepal Office »

Centum Learning Ltd.
6th Floor, Trade Tower Nepal,
Thapathali, Kathmandu
PIN: 44600, Nepal
Ph: +977 – 9801210590
Fax: +977 – 5111045

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