Digicel: Saving $12m per annum on customer service costs, while maintaining levels of service

“With VISION’s first step, everyone was very animated; it was as if we had found a new way to split the atom.” Denis O’Brien, Chairman, Digicel

The challenge

Digicel had been experiencing diminishing returns with the development of Wi-Fi communication. Digicel required a global transformation of its organisation across 33 markets. VISION was approached by Digicel to be part of its transformation programme with a specific focus on customer service operations. Customer service agents were fielding more than 19 million calls per annum.

VISION was asked to

1. Reduce customer service cost-to-serve by 50%
2. Maintain customer volumes and ensure the NPS does not deteriorate by more than 10 points.

The majority of the programme needed to be mobilised and to realise benefits before the end of 2017.

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