Contact Center Solutions Featured Article

Lebara Mobile Picks Mindpearl Fiji as Preferred Outsourced Contact Center Partner

June 19, 2013

Lebara Mobile has selected Mindpearl as its preferred outsource contact center provider. Lebara specializes in delivering high quality but cost-effective international mobile services in seven European countries and Australia.

Mark Mahoney, general manager of Mindpearl Suva said, “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.”

Well known for its “smile culture”, Lebara Mobile has enhanced the way it provides customer services. Lebara has empowered its contact center staff to “act as if they own the company.” This also encourages the contact center personnel to engage in personal, emotionally connecting conversations when they talk to customers.

In order to measure and improve customer services and customer loyalty, Lebara leverages the net promoter score (NPS) metric that is used by several companies. If a company receives a positive NPS score then it is judged as good. If a company scores over 50 as its NPS score, then it is marked as excellent.

Lebara has almost always procured an NPS score of more than 70. In a recent survey it was found that the Mindpearl’s team ranked among the top three country teams that operated as Lebara’s customer service centers.

“Lebara not only ensures that the right people are hired from the outset, but moreover that those individuals embrace the Lebara culture, can empathize with every customer, and are empowered to deliver customer satisfaction and a unique experience,” said Matthew Kemp, customer service director of Lebara. “It was essential to find this synergy with an outsourced partner and replicate what we have successfully achieved in our own London-based contact center, which Mindpearl has successfully done.”

Recently MoneyGram, a Dallas-based global money transfer company, inked an agreement with Lebara Mobile for offering international money transfer services on mobile devices. The multi-year contract enables customers in the United Kingdom, and also Spain, the Netherlands, France, Germany, Denmark and Switzerland, to send international money transfers from their mobile phones to over 320,000 MoneyGram locations in 198 countries.

Edited by Rory J. Thompson