Customer Spotlight: TELUS Leads the Industry in Customer Satisfaction with Genesys
A Canadian telecommunications company, TELUS prides itself on delivering exceptional customer service—and they have the metrics to prove it. In 2015, TELUS had the lowest postpaid wireless monthly churn rate and highest Net Promoter Scores (NPS) of all the telcos in North America.
With over 12 million customer connections across wireless, residential network access lines, high-speed internet, and television, TELUS has a massive customer base. And every single customer’s opinion counts. In fact, their customer service policy states, “95% of our customers are satisfied with our customer service. But we won’t be satisfied until we get to 100%.”
Genesys is an important part of that effort, enabling TELUS to enhance the customer experience (CX) with not only end-to-end communication across all channels but also end-to-end caring.