Make Every Moment Magic

Orange are the UK’s fastest growing mobile phone company, serving more

than 175 million customers in five continents. They needed a way to analyse

and understand the thousands of call centre notes they gather from their

multiple call centres, based in over 12 countries.

Trying to read and understand such a huge amount of notes manually

would have been unrealistic and a huge drain on resources. Orange now

use Rant & Rave to understand the call centre notes in real-time, the system

gives them the ability to view the performance of each individual unit as

well as comparing them on a national and even regional level.

The award winning analysis also alerts Orange to areas in need of

improvement (miserable moments) and opportunities for praise (magic

moments). Since the service went live over 20,000 of these magic and

miserable moments have been identified. By understanding these comments

in real-time Orange have the opportunity to rescue unhappy customers

before they become detractors and thank those who are satisfied for the

custom. The system is also an effective means of highlighting common

themes and customer issues that the company may previously not have

been aware of.