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Case study | a 10-year partnership with Vodacom

Vodacom is a leading African mobile communications company providing a wide range of services including mobile voice, messaging, data and converged services to over 57.5 million customers. Its vision is to offer the best network, best value and best service across its mobile network of around 200 million people on the continent.

WFM methodological facilitation

​Couple a challenging economic and political climate with an industry in the throes of a rapid digital evolution and it is little wonder that reducing costs and driving efficiencies is on top of every executive’s wish list.

A partnership with iiNet

iiNet is the third largest internet service provider in Australia. Competing head to head with major industry players like Optus and Telstra, it uses its unique entrepreneurial flair and intense focus on customer service to stand out from competitors and win market share. iiNet’s service philosophy is intrinsic to its business. It places great importance on customer interactions and demands high levels of technical call resolution ability and skills from its agents. This is measured through the use of Net Promoter Scores®.

A customer story about Cell C

Cell C is one of South Africa’s largest mobile phone operators and offers a wide range of products and services, including voice, data and messaging services to more than 13 million customers. As a relative newcomer, Cell C’s initial low cost penetration and retention strategy had been based on highly competitive pricing models. With a new leadership team at the helm, Cell C was focused on driving growth through new market and pricing strategies that would boost market share and customer retention rates.