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Perspectives | Case Study

Centrica Strengthens Customer Support Capability to Boost NPS

Read | Mar 28, 2023

AUTHOR(s)

A WNS Perspective

Key Points

  • Centrica was looking to drive customer experience enhancement by strengthening its customer support capability after an unplanned increase in customers

  • WNS delivered a customer service transformation by optimizing self-service digital channels, improving the customer CRM’s operational model and speeding up new agents’ time-to-productivity

  • WNS’ solution enabled sustained customer journey improvement, resulting in an uptick in customer satisfaction and NPS for Centrica

 

 

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