Beatrice Dupuis, Directeur process et satisfaction abonnés with Groupe Neuf Cegetel, is introducing her talk - implementing a Net Promoter strategy in consumer call centers for Neuf Cegetel, a broadband supplier. Neuf Cegetel has a clear strategic vision to get closer to customers, address their needs and become the top rated supplier in terms of customer service - and is using NPS to do this. Neuf Cegetel outsource call centers and use Net Promoter Score (NPS) as a quality/satisfaction index to counterbalance productivity metrics they use as KPIs for call centers.

Beatrice is explaining how the purchase of AOL France has helped them understand key NPS drivers because of its position as

• Top in customer service
• Lowest in churn levels
• Highest recommendation level

Key NPS drivers for call centers

• Accessibility
• First call resolution
• Agent politeness
• Added Value (surprise factor)

Neuf are learning from AOL actions to improve performance on these critical success factors

• Accessibility - number of agents, scheduling resource availability, anti-absenteeism initiative, and for consumers development of self-care online tools
• First call resolution - training agents to understand and solve problems quickly
• Agent politeness - training agents communication skills - but no scripts
• Added value (surprise factor) - giving information on new products, new intranet portal for agents to keep up to date on latest offers

The success of these initiatives is allowing Neuf Cegetel to build a business case for rolling a Net Promoter strategy across the business.

Beatrice is saying that Neuf are early on the NPS journey but are already learning lessons including:

• Critical importance of marketing the strategy internally and with call center partners
• Key to communicate results internally and with call center partners
• Necessity of identifying the weight of call center Net Promoter in overall satisfaction

A great story involving two implementations of Net Promoter.