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Telecoms – Broadband (& Multi-Utility) Provider

Customer Support
This broadband provider offers a range of packages and broadband speeds to customers across the UK. Their competitive prices, unlimited usage, exclusive rewards, and awardwinning service are leading to extensive growth. This all comes alongside their other utility services, including energy supply – giving customers great value bundle options.

Client Needs

The broadband team were facing new challenges due to the acquisition of a large provider, creating high volumes of demand and inherited backlogs. To support with this, they required an outsourced team to ensure their customers received a high-quality service with minimum disruption.
As DDC OS was successfully supporting this brand with other services, the client chose us to continue to help them in their new growth phase

It's a Success! CSAT has increased 8.6%

Our Solution Summary

Working alongside the client’s existing in-house team, DDC set up a customer service offering to support the client’s aim of improving customer experience by implementing an inbound and outbound call strategy. The successful impact on customer experience led to the client increasing the size and scope of the team and engaging with DDC to launch a technical support function and an asynchronous chat solution with great results.

  • Located in Bosnia & Herzegovina

  • Coverage: Monday - Saturday 8am-8pm (Sundays 9am-6pm)

  • Delivering customer service, technical suppport, complaint resolution, and back-office tasks

  • A team size of 197 (inc. 10% flex for peak management)

    • Key Success Points

  • c.200%

    NPS increase

  • Reduced AHT.

  • 9%

    increase in the resolution rate

  • Reduced speed to answer.

  • 8.6%

    Increase CSAT

  • Increased FCR.

  • This has been achieved in collaboration with a new quality and coaching framework, which we built in partnership with the client and has driven not only more meaningful interactions, but has increased compliance adherence from 86% to 95%

  • Increased the resolution rate, NPS & CSAT

  • Reduced complaints and the associated handling times.

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    Our Solutions

    Customer Experience Related

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    DDC Outsourcing Solutions, Manton Wood Enterprise Park, Worksop S80 2RT

    DDC Outsourcing Solutions Limited – Ltd No. 2151319