T-Mobile Austria Achieves Dramatic Improvement of 69 Percent in Satisfaction with Innovative Survey Follow-ups

 T-Mobile Austria Achieves Dramatic Improvement of 69 Percent in Satisfaction
                      with Innovative Survey Follow-ups

Closed Loop Process for Customer Service Surveys Showcases How Call Centers
Can Drive Improvements in Loyalty, Even After Poor Experiences

PR Newswire

VANCOUVER, British Columbia, Jan. 29, 2013

VANCOUVER, British Columbia, Jan. 29, 2013 /PRNewswire/ -- T-Mobile Austria,
part of the Deutsche Telekom Group, has furthered its customer experience
management (CEM) program resulting in a 69 percent increase in customer
satisfaction and 20 percent increase in contract extensions for at-risk
customers. Following a call center interaction, unhappy customers are
automatically identified in real-time through ResponseTek's intelligent
software and senior agents are alerted to personally call back the customer.

Looking to remain ahead of competition and set new standards for service,
T-Mobile Austria is taking the next step to leverage rich customer data to
drive operational improvements. With service recovery in mind, a "call-back"
program has been initiated by front line agents to remedy issues for
disappointed customers. Reviewing customer feedback scores and comments is
already a daily task for agents, but with these follow-up calls, a true
closed-loop process has been established.

"The newly implemented process is beneficial in various ways: agents are
educated to fix problems in the first contact, [customers] are pleased that
Customer Service takes their feedback seriously and a 20 percent potential
increase of contract renewals is definitely beneficial for T-Mobile Austria,"
states Christoph John, senior manager Customer Experience Management at
T-Mobile Austria. "We now have a way to quantify the revenue impact of
customer satisfaction and influence it positively through our actions."

Unhappy customers are highlighted through ResponseTek's automated push reports
and alerts and, through sentiment and text analytics, verbatim feedback is
analyzed to filter customers with resolvable issues. Senior agents then call
back these identified customers to resolve their issues. The feedback from
both customers and agents on the process has been quite positive, as
satisfaction scores following the call-backs have risen 69 percent from
initial survey results and, as a call center agent summarizes: "[Customers]
are really happy about it. Most of them don't believe that anyone read their
SMS, but with the call-back, they know that T-Mobile has serious service!"

"T-Mobile Austria is truly living their customer centric promise and setting a
new standard for not only the European mobile market, but also cross-industry
customer experience programs," states Syed Hasan, president and CEO of
ResponseTek.

For more information about T-Mobile Austria's call-back program, read the case
study available at: www.responsetek.com/tmobile-casestudy

About ResponseTek
With over 12 years of experience, ResponseTek is the leader in customer
experience management software solutions for the enterprise market. The
ResponseTek Listening Platform™ is implemented by leaders in the telecom,
insurance, financial services, tourism and retail sectors. With its unified
view of the customer across multiple touch points – retail, contact center,
technical support and online included – a single system is delivered that
integrates channels, lines of business and countries. ResponseTek is
headquartered in Vancouver, Canada, with offices in Toronto, Canada, London,
UK and Sydney, Australia.  www.responsetek.com

About T-Mobile Austria
T-Mobile Austria has 4,076 million customers and is the second biggest mobile
operator in Austria. The company is known for driving innovation in the Telco
Business. Both brands "T-Mobile" and "tele.ring" address two different target
groups: T-Mobile lives by the slogan "Life is for sharing" and offers
innovation in regards to smartphones, services and applications. The brand
tele.ring is the successful "value for price"-leader on the Austrian
telecommunication market.

In 2011 T-Mobile invested over € 100 million in the network with a specific
focus on the roll out of HSPA+ and the next generation mobile network LTE.
T-Mobile Austria has 1.400 employees. In 2011 the company was awarded as one
of the most attractive employers in Austria from Aon Hewitt. T-Mobile's
headquarter the T-Center is based in Vienna on the Rennweg near
the "Sudost-Tangente". Next to 48 T-Mobile shops T-Mobile also has sales
offices in Salzburg, Innsbruck, Graz and Klagenfurt.

T-Mobile Austria is a subsidiary of Deutsche Telekom AG and hence, belongs to
one of the world's leading companies in telecommunications. The company's
international outlook allows T-Mobile customers to benefit from a wide range
of products and services, both at home and abroad.

ResponseTek Media Contact
Anita Bhatti                   Michael Salmassian
Marketing Manager              Nadel Phelan
+1.604.484.2900 x230           +1 831-440-2408
anita.bhatti@responsetek.com   michael@nadelphelan.com
www.responsetek.com
T-Mobile Austria Media Contact
Barbara Holzbauer
Corporate Communications
+4367682006017
barbara.holzbauer@t-mobile.at
www.t-mobile.at

SOURCE ResponseTek

Website: http://www.responsetek.com