BT Business has selected Fizzback to deliver enhanced performance management in its UK Contact Centres and Out-Sourced overseas operations through real-time customer engagement and feedback.
BT is dedicated to helping its customers thrive in a changing world; and in order to achieve this, is constantly looking for new ways to get close to them, understanding their needs and building strong relationships. Fizzback has been selected to deliver a significant business step change to achieving these aims through its unique approach to customer engagement, reaching out to customers in real-time at key moments of truth.
Fizzback proactively solicits customer feedback after every call to Customer Services and Sales, equating to millions of customer contacts per year, asking them to rate the service and capturing freeform comments on all aspects of their experience. Sophisticated Artificial Intelligence automatically interprets the data, and responds to customers immediately with personalised messages, relevant to their specific comments.
The insight gained is used to drive continuous improvements in employee performance through real-time measurement of customer satisfaction; allowing BT to fine-tune their service by identifying the root causes of customer comments and taking immediate action where necessary.
Fizzback employs process automation based on complex business rules, allowing BT to deliver a consistently excellent customer experience across huge volumes of customer interactions. Fizzback real-time alerts intelligently route messages to the relevant teams for any follow-up action, enabling BT to quickly prioritise the most dissatisfied customers.
Fizzback also automates the analysis and reporting of feedback data, providing BT with real-time reporting, ranging from top-level KPIs to filtered verbatim comments and advanced analytics, delivered via an online dashboard. This detailed insight facilitates more effective operational management.
Alan Mould, General Manager of Customer Experience at BT, comments: “We’re passionate about customers, and are constantly working to meet their needs. With Fizzback, we have the tools and processes we need to deliver better service for our customers today, and the insight we need to innovate for the needs they will have tomorrow.”
Fizzback CEO Rob Keve added: “BT is a driving force in the global Telecommunications industry, and we are proud to add yet another market leader to the Fizzback family of clients. I look forward to working together with BT to assist them in their efforts to continuously improve their service and drive down operational costs through real-time customer engagement; ultimately delivering better outcomes for consumers and BT employees.”
About Fizzback
Fizzback helps brands to engage with their customers. The Fizzback™ service solicits instant customer feedback at the point of experience and employs a unique artificial intelligence engine to understand the nature, sentiment and tone of comments. Tailored responses are generated and delivered in real-time, driving meaningful conversations. Relevant staff are intelligently alerted, enabling companies to resolve customer issues quickly, and an interactive dashboard, including KPIs and verbatim customer feedback, helps senior management drive their business by voice-of-customer.
Fizzback™ is being used by companies determined to innovate and differentiate themselves through a superior customer experience. In practical terms it is like being able to walk the shop floor 24/7, listening to what your customers are saying and acting upon their insights.
Headquartered in London, Fizzback is privately owned and backed by Advent Venture Partners and Nauta Capital.
Contact: 0845 067 1000
About BT
BT is one of the world’s leading providers of communications solutions and services operating in more than 170 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to our customers for use at home, at work and on the move; broadband and internet products and services and converged fixed/mobile products and services. BT consists principally of four lines of business: BT Global Services, Openreach, BT Retail and BT Wholesale.
In the year ended 31 March 2010, BT Group’s revenue was £20,911 million.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.
For more information, visit www.bt.com/aboutbt