A Commitment to Continuous Improvement
At Melita, we’re dedicated to delivering exceptional service by investing in innovation and refining our processes. Our goal is to make customer interactions as seamless and efficient as possible, helping our customers feel supported every step of the way.
Innovations and Process Improvements
We have worked on several process improvements and one of our recent introduction is the self service option, which empowers customers to take control of their service needs. Customers can now handle self installations or replace equipment independently, allowing them to find faster solutions while freeing up our resources. This streamlined approach enables us to provide technician appointments more readily to those who truly need them.
In addition, we have developed two in house AI tools specifically designed to streamline support processes: Billy and Lilly. Billy, our AI support agent for billing inquiries, has been instrumental in handling routine requests, enabling our agents to dedicate their time to more complex matters. Meanwhile, Lilly, an AI assistant for our agents, supports intricate queries that fall outside our CRM system. Together, these tools increase the efficiency of our service operations, ensuring straightforward queries are resolved quickly while our agents focus on delivering quality support where it’s needed most.
Results: Customer Feedback and Business Success
Our customer experience efforts have yielded substantial results, both in customer feedback and business success. Transactional NPS has improved significantly, moving from 30% in 2016 to +63% in 2024, showcasing the positive impact of our enhancements. Our overall satisfaction rating has similarly risen from 8.9 in 2019 to 9.3 in 2024, indicating how our continuous improvements are resonating with our customers.
Further, we’ve reduced wait times in our contact centre to an average of 40 seconds for residential customers and just 12 seconds for B2B customers. Our self installation option, used by 30% of new customers, has greatly improved accessibility, and customers requiring technician visits benefit from convenient two hour appointment slots.
Our Relational NPS, reflecting overall loyalty and satisfaction, has risen from 9% in 2023 to 25% in 2024. Independent awards, such as the ICERTIAS Customer’s Friend Award and Best Buy for mobile services, further validate our commitment to customer happiness. Market research shows that customer service is a key reason people and businesses choose Melita, with 46% of new customers joining due to positive recommendations or previous experiences.
At Melita, we’re not just helping people stay connected; we’re building trusted relationships that keep our customers coming back.
