Mindpearl is the preferred outsource contact centre provider for Lebara Mobile, a leader in providing low-cost, high quality international mobile services in seven European countries, as well as Australia.
With 30 awards behind their name, Lebara Mobile has revolutionised the customer service methodology.
Their unique 'smile culture' and Lebara's approach in empowering their contact centre staff to 'act as if they own the company' and engage in personal, emotionally connecting conversations when dealing with customers justifies Lebara's customer service success.
Lebara use the Net Promoter Score (NPS) industry-standard metric embraced by leading companies worldwide to gauge and improve customer loyalty. An NPS that is positive (higher than zero) is judged as good, while an NPS of more than 50 is considered excellent.
Lebara's results consistently exceed 70, with Mindpearl's team recently ranked in the top three country teams across all Lebara's customer service operations.
'We are tremendously proud of our team. It is great to see the Fiji team duplicating the Lebara culture and leading the world in this important customer satisfaction metric', says general manager of Mindpearl Suva, Mark Mahoney.
When asked why Lebara chose Mindpearl, Matthew Kemp, customer service director of Lebara, commented: 'Lebara not only ensures that the right people are hired from the outset, but moreover that those individuals embrace the Lebara culture, can empathise with every customer and are empowered to deliver customer satisfaction and a unique experience. It was essential to find this synergy with an outsourced partner and replicate what we have successfully achieved in our own London-based contact centre, which Mindpearl has successfully done.'
