Case Studies
Genesis Communication Case Study
“We can see that this tool is going to perform an important role in our future customer service strategy.” Sean Clowes, Genesis Communications
The challenge
Genesis Communications has over 10 years experience in the SME market and is an independent provider of business mobile and data solutions.
They have high rate of inbound calls into their call centre each day and wanted a way to improve their customer service strategy. Rapide gave them the perfect solution.
The solution
Rapide set Genesis up with Rant and Rave. Simply, it is a feedback tool enabling the customer to give their views and opinions in their own voice.
When the customer comes through to the call centre to speak to an advisor, they are given the option to go through to an automated line where they can leave feedback on the quality of call. The automated message prompts them to leave their score along with a comment.
Sean Clowes, Service Delivery Manager at Genesis Communications is thrilled with the service,
“Since Rant & Rave has gone live we have noticed that the advisors seem to asking more of the right questions when looking at a query. The agents who have regularly given the customer the choice to leave feedback have displayed more energy and enthusiasm in the call. This has put more of an emphasis on informing the customer of the right timescales and encouraged the agents to be open and honest with the customer"
“Rant & Rave has also proven to be a great motivator of not only individual agents but has promoted inter team rivalry to be on top of the satisfaction leader board"
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