"ICI had never used a telecoms reseller until we met with Performance Telecom back in 2004. We were so impressed with their extensive industry knowledge, product set & innovative ideas that we ported all our call centre traffic over from BT and were amazed at how they helped us to implement a range of network level solutions that really helped us to raise our game.
Implimenting PT's customer satisfaction application and wallboards has been a revelation and really helped us to engage our agents. Over the course of the last year we have seen an improvement in customer satisfaction of 213% and we believe this is entirely down to the insight we've been able to gain from the use of this tool, leading to us making simple changes to our working practices. We've also found that our agents give every call their best possible attention, as they know that the caller has an opportunity to judge their performance at the end of each call.
Over the last 8 years we've found PT's knowledge & experience invaluable in helping us to build a robust, effective inbound call management structure, with some very impressive contingency planning and crisis managment facilities. Gavin Masterson-Andrews
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