Service quality and customer satisfaction at top levels

The challenge for our client, a leading Pay-TV provider

"We need a strong partner who is able to manage our highly volatile volumes, while moving service quality and customer satisfaction to a top level."

  • invires icon cases servicesServices

    Customer Interaction Center


    Up- und cross-selling

    Document Management / Back Office

  • invires icon cases location clientLocation client:

    Leipzig, Erfurt

  • invires icon cases location teamLocation team:


  • invires icon cases segmentsSegment:


  • invires icon cases solutionOur solution

    Customer Interaction Center for existing customers: answering of commercial and technical queries

    Up-and cross-selling of HD and supplementary TV packages

  • invires icon cases countriesCountries covered:


  • invires icon cases skillsEmployee skills:

    Customer oriented

    Good communication and active listening skills

    Analytic and problem solving skills

    Sales oriented

  • invires icon cases KPIsKPIs

    Intraday Flexibility: 15 %

    Abandon rate <2 %

    Service level: 80 / 20

    C-SAT goal: 75 %


  • invires icon cases highlightsHighlights

    Implementation of quality ambassadors to guarantee high customer satisfaction

    Significant reduction of price per contact through optimization of AHT

    Strong workforce management utilizing resources in peak times with volume growth up to 15 %


Upselling and CSAT benchmark leader amongst 7 vendors 

"Every day is an exciting challenge we master with success. The proof: we are benchmark leaders."

Why Invires?

Get to know the innovative concept behind INVIRES.

Contact us


Tullnaustraße 20
90402 Nuremberg

Phone | +49 911 9339 2060
E-mail |
Jobs |

Trade register | Local court Nuremberg HRB 34236
Managing Director | Thomas Soria-Galvarro


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