neuf telecom Reduces Costs and Grows Customer Base Through Partnership with ClientLogic
Nashville, TN and Paris, May 3, 2005—ClientLogic, a leading international business process outsourcing provider, and neuf telecom, today announced that neuf telecom has won a “2005 CRM Service Award” from CRM magazine. neuf telecom was recognised for its successful partnership with ClientLogic to provide consistent and high-quality support to neuf telecom’s customers in France. neuf telecom and ClientLogic are profiled in the April issue of CRM magazine.
CRM magazine recognised neuf telecom and ClientLogic for reducing customer service costs by 40 percent, decreasing costs by 20 percent and increasing its customer base by 15 percent. neuf telecom was nominated in the “Outsourcing Services” category.
According to David Myron, editor-in-chief of CRM magazine: “With an eye on cutting costs, increasing revenue and enhancing customer satisfaction, business executives need to choose the best customer service strategies for their organisation. For this reason, it is important to recognise those companies that are setting the standard for others to follow. On behalf of CRM magazine, I congratulate neuf telecom on earning CRM magazine’s Service Elite Award in the Outsourcing Services category for
“We are honoured to be recognised by CRM magazine for our contact centre support operations,” said Marc Nardo, director of contact relationship management at neuf telecom. “In our industry, customer loyalty is crucial and the highest quality of customer service is one of the keys to success. ClientLogic helps neuf telecom ensure that our customers receive support as quickly as possible. This recognition by CRM magazine is further proof that our customers needs are being met.”
ClientLogic helped neuf telecom smooth the process of converting many of its existing customers from dial-up connections to Voice over IP (VoIP) telephone and eventually television connections. ClientLogic handles customer support at centres in both France and Morocco, and has grown the call centre staff from 70 to more than 400. To ensure that agents would be best equipped to communicate with customers in France, ClientLogic provided Moroccan agents with more than 40 hours of additional training in French culture.
Based on the extra training and experience the agents received, ClientLogic helped neuf telecom to increase the average revenue per customer. Ninety percent of customers are able to reach an agent no matter what time of day they call. Within only two months of operation, the Morocco centre had achieved the same average call times as the contact centre in France.
“neuf telecom is fast becoming one of France’s largest providers of broadband Internet, with more than 20,000 kilometres of fibre optic cable running through the country,” said Enno Osinga, CEO, Continental Europe. “neuf telecom is constantly working to improve its network, services and support. Working with ClientLogic is a sign of the company’s commitment to enabling all of its customers to get the most out of its broadband and Voice over IP investments.”
“ClientLogic’s global expertise in implementing and managing call centre support services helped neuf telecom realise its vision of offering quality and consistent service to its rapidly-growing customer base,” said Dave Garner, CEO of ClientLogic. “We strive to meet every one of our clients needs by helping them choose the right-shore, the right mix of services and the right reasons to outsource their important customer care operations. Our commitment and dedication to helping our clients meet their goals is validated with recognition like this from CRM magazine.”
For more information on CRM magazine’s “2005 Service Awards” and for a complete list of winners, visit http://www.destinationcrm.com/articles/default.asp? ArticleID=4947.
ClientLogic is a leading international business process outsourcing (BPO) provider in the customer care, fulfilment and back office processing industries. A subsidiary of Canadian diversified company Onex Corporation, ClientLogic’s global footprint spans 47 BPO centres in 13 countries throughout North America, Europe, Africa and Asia. ClientLogic's consistent service quality across channels, media and countries helps clients reduce service costs, improve customer retention and increase revenue per customer. ClientLogic’s industry-leading clients include Sony Corporation, DIRECTV,
ABN AMRO, Gateway, TiVo, British Telecom (BT), National Geographic Television, LTU, neuf telecom and United Online (Juno/NetZero). ClientLogic is among the top five global customer care providers, managing more than 296 million customer interactions. For more information, please visit http://www.clientlogic.com.
About neuf telecom
Created in 1998 following the deregulation of the French telecom market, and due to continuous strong internal growth and several large acquisitions, neuf telecom has become one of the leading private fixed line telecommunications providers in France, with 2004 sales of close to EUR1.2 billion and 1,800 employees.
As a result of its nationwide 22,000 kilometre new generation network and massive investments in local loop unbundling (EUR350 million since 2003), neuf telecom provides innovative telephone, data and broadband services to all segments of the French telecommunications market. It is the leading European unbundling provider, with 830,000 lines as of March 2005.
In the residential market, the group provides a wide range of services with a groundbreaking “a la carte approach”, including up to 8Mbps Internet access, VoIP, TV over DSL and total unbundling customers no longer need to pay the traditional line subscription fee to the incumbent operator. On the enterprise market, the group has launched a new all-inclusive Internet access and telephone service in addition to its full range of telephone, Internet and data services. An MVNO agreement signed with SFR will allow it to provide mobile telecommunication services to enterprise customers by mid-2005.
In the wholesale market, neuf telecom is the leading provider with 2004 sales of EUR464 million. On the enterprise market, it is the number alternative carrier with 30,000 customers and sales of EUR461 million. In the residential and SoHo market, it is the second largest alternative broadband ISP, with 1.9 million customers, including 540,000 ADSL subscribers as of March 2005, and revenues of EUR246 million.
neuf telecom subsidiaries include Wengo, an Internet telephone service provider, LDCollectivités, which builds broadband networks for Public Service Delegations and Jet Multimedia, the leading European provider of interactive telephone, mobile and Internet services.
For further information, please contact:
+44 1923 653000
+44 20 8392 4056
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