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12 November 2013

Three more prestigious awards for Lebara's best in class customer service

Three more prestigious awards for Lebara’s best in class customer service London, UK - Tuesday 12th November 2013.
Lebara, one of Europe’s leading telecoms operators for ethnic and migrant communities, has been further recognised for its unique customer care culture by recently collecting a hat-trick of major awards. These wins are testament to the MVNO’s distinctive customer service and commitment to making lives better within the European telecoms sector and beyond.
Best Large Contact Centre - European Call Centre and Customer Service Awards 2013 (2nd October)
Having won this award in 2012, Lebara successfully defended its title beating highly rated nominees like Tesco Mobile, LV and RSA. The award was presented at a gala event at the Park Lane Hilton Hotel (London, UK) on Wednesday 2nd October 2013.
The judges commented that “Lebara demonstrated an embedded culture of customer focus far deeper and wider than any other organisation. From the techniques used in training and induction through to the on-going development of team leaders, Lebara believes in People. They make it their goal to "know their customer" which is something many organisations could learn from. While there are a number of organisations that aspire to this, Lebara have achieved it and made sure it's embedded throughout the business. The energy, passion and excitement in Lebara is truly infectious.”
Best Large Contact Centre - UK Customer Experience Awards 2013 (17th October)
At The Grand Connaught Rooms, (London, UK), Lebara fought off tough competition to win this award which celebrates and promotes excellence in customer experience.
Lebara’s compelling, innovative and engaging SMILE initiative stood out to the judges for the positive impact it has on their customers’ experience when interacting with Lebara and as evidenced by customer satisfaction scores and feedback.
Lebara was the selected winner over top flight competition in Barclays, BGL group, Sage (UK) Ltd, Tesco Mobile and Webhelp TSC.
Best for Customer Service, Customer Engagement category – Peer Awards 2013 (25th October)
For the first time, Lebara entered The Peer Awards for Excellence which celebrates real accomplishments and innovative ideas.
Lebara was the winning organisation, over E.ON and Nationwide. The judges’ praised Lebara for:
 the unique way of inspiring its staff in a way other companies don’t
 having the biggest impact by changing the quality of life and keeping people connected
 making the call centre a great place to work that has impacted colleagues and customers
 achieving great results with a fun and engaging culture
 its SMILE initiative which captures the heart of every colleague and customer
 really knowing and owning their market, they set their own standards.
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These awards are all testament to Lebara’s unique call centre culture where Lebara invest in its people and also drives performance as measured by an industry-leading customer advocacy score (known as NPS).
“I am delighted Lebara’s customer service team have been recognised for their hard work and dedication to making lives better. We put our customers at the heart of everything we do every day and these awards demonstrate our commitment to this.” Yoganathan Ratheesan, Chairman of Lebara Group, commented.
Lebara has won numerous industry awards for its customer service including seven in 2012, as well as Best MVNO at the Mobile Industry Awards and Mobile News Awards in 2013.
More about Lebara
Lebara is one of Europe’s leading mobile telecoms operators, enhancing the lives of migrant communities by providing high quality and low cost mobile products and services. Lebara provides Pay As You Go mobile SIM cards and related products and services customised to serve international communities in six European countries and Australia calling around the globe. Customers have recognised Lebara for being trustworthy, honest, simple and offering great value. *
Lebara expanded its services by launching Lebara Money initially in the UK, a simple and secure MasterCard® prepaid card and fast and reliable money transfer services using MoneyGram, both offering competitive rates for customers wishing to send money abroad and international mobile top up services.
Lebara has been recognised for its innovation and business success as well as it as its best in class customer service through several industry awards including Best Large Contact Centre at the European Call Centre and Customer Service Awards 2012 and 2013, Best MVNO at the Mobile Industry Awards 2013, Best MVNO, for four years running, and Best Community and Social Enterprise at the Mobile News Awards 2013.
Lebara is committed to giving back to the communities it serves through its Foundation, established in 2008. In five years, the founders have donated over €11 million to help protect and educate more than 200,000 disadvantaged children in 11 countries where Lebara customers have family and friends.
More information can be found at:
www.lebara.com www.lebara-money.com www.lebarafoundation.org
* Source: ICM Lebara customer research 2010.