In 2004, Saudi Telecom Company (STC) had the vision of ensuring and maintaining their position as industry pioneers in the region, through constant and continuous improvement of the services and products offered to their customers.
STC has over 24 million customers in the Kingdom of Saudi Arabia (KSA), experiencing approximately 4 million daily interactions; 3 million calls into their Call Centers, 25000 visits into their branches and 15000 installations daily. This vast customer base was served through different sales and after sales channels like the toll free numbers, sales outlets, website and indirect sales channels.
Equipped with a clear mission to continuing the high standard of customer commitment, it was clear that one of the challenges to be faced with the vast geographic distribution and the need for world class standards of operations.
Telecomm Services a member of LEVENBERT Consulting, became the strategic partner for STC’s success. Embarking on the largest development and improvement initiative in the Middle East for STC, a detailed roadmap was placed to deliver an extensive people and process development program to establish, develop and build the capacity of staff for a number of contact centers for STC.
LEVENBERT has delivered training across KSA for more than 7,500 STC customer service employees with a total of 3,800 training days, involving 68 training consultants and coaches. The training consultants were of various backgrounds and expertise with 35 graduate degree holders, 12 Master degree holders and 16 certified trainers. After the successful completion of the development project in 2008, LEVENBERT is proud that the customers had noticed a considerable improvement, as indicated by some of the measured dimensions.
The challenge was not easy but achievable, and the attained results echoed not only through the offices of STC but through the nation. The completion of this program was marked by a noted celebration of appreciation.