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9 October 2012

Lebara’s commitment to customer service and talent development leads to eighth major award win this year

Lebara’s commitment to customer service and talent development leads to eighth major award win this year
~ Success at ‘European Call Centre and Customer Service Awards’ highlights MVNO’s superior customer service in the European telecoms sector and beyond ~
London, UK, 9 October 2012 – Lebara, one of Europe’s leading telecoms operators for ethnic and migrant communities, was awarded ‘Best Large Contact Centre’ at the European Call Centre and Customer Service Awards at the Park Lane Hilton Hotel on Tuesday 2nd October.
Lebara’s latest accolade follows a succession of awards for the MVNO since early 2012. The company won in three categories at the UK Customer Experience Awards 2012 including Best UK Customer Experience in the IT & Telecoms sector as well as the overall Large Centre across all industries. Whilst Yoganathan Ratheesan, founder and chairman of Lebara, was named Ernst & Young ‘London & South’ Entrepreneur of the Year 2012 in June.
The annual European Call Centre and Customer Service Awards recognise European call centres with more than 100 employees, which demonstrate a positive work culture and high levels of customer satisfaction.
Lebara beat incredible competition from the likes of Virgin, Miele, JP Morgan, Wonga, ASDA, WPA, Rackspace, Nationwide, giffgaff, Barclays, BT and Téléfonica. The sustained momentum of major award wins can be attributed to Lebara’s ongoing commitment to customer service in order to improve the lives of its customers and provide a superior service that focuses on the needs of its customers.
Lebara’s strategic investment in its people and sustained commitment to its customer base has helped the company to redefine what service means to customers. The ‘European Call Centre and Customer Service Awards’ judges recognised Lebara as one of the few companies with a team of entirely engaged and dedicated employees to an extent it had rarely encountered. “Lebara really has pushed out the envelope and created something truly inspiring. A unique culture, centered around the customer and the provision of the best possible customer experiences. Innovative approaches to recruitment, training, staff development and performance management,” said a spokesperson from the European Call Centre and Customer Service Awards.
Lebara invests heavily in recruiting top talent to meet all its customer needs; only 1 in 50 even make it through the recruitment process. Lebara employees are empowered to make their own decisions and have no time limits on handling calls so that customers get the best possible level of service. Instead efficiency is improved by strong investment in cutting edge technology, including
an Avaya-based response infrastructure that has taken 10-20 seconds off each call and enables the company to answer all 3 million of its calls within 30 seconds. As well as working with the best possible technology solutions, employees enjoy a unique working environment based on a SMILE work-place culture (Supportive, Moment of connection, Individual, Laugh, Empathy). This includes practices such as Friday story-sharing, desk-side work-out sessions and monthly employee engagement surveys.
Providing migrant communities with high-quality, low cost calling, data and related services, Lebara has achieved rapid growth since it was founded in 2001. The London call centre hub serves all of its European operations, with staff fluent in 27 languages, which is a major asset when communicating with customers from all around the world. Its commitment to customer service has played a major role in Lebara achieving a Net Promoter score (NPS) of 67%, which is significantly higher than the industry average of 0-10% in 2010.
“Customer service is integral to our long-term development and the development of the industry. Our business success and quality of service to our customers are closely connected: we are proud of our exceptional understanding of our customers’ needs. Long-standing determination to deliver best-in-class customer service drives each of our employees and so we feel it is only right to invest in our people,” said Matthew Kemp, Head of Customer Service Operations, Lebara.
Indeed the company’s success is first and foremost down to its 1,000 plus employees and strong network of suppliers and partners. As Yoganathan Ratheesan, founder and chairman of Lebara, who was named Ernst & Young ‘London & South’ Entrepreneur of the Year 2012, explains: ‘As a team of people we have a deep respect and empathy for each and every customer and the markets we serve. It is this respect, trust and integrity that lies at the heart of Lebara and everything we do”. This is backed by Lebara’s commitment to giving back to the communities it serves through its Foundation, which as part of its ten year anniversary pledge is investing €10 million to developing a new village and school, near Chennai in South India.
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For further information please contact
Charlotte Black
Tel: 020 7395 7124
Email: [email protected]