Experience / Case Studies / TRACFONE® WIRELESS, INC
TracFone® Wireless, Inc. is the largest nationwide provider of prepaid wireless communications.
Objective :
TracFone was looking to substantially lower its cost while at the same time increase its customer service. At the time of its search for an outsourcer, TracFone was operating multiple internal centers. TracFone saw the opportunity to dramatically reduce its cost by outsourcing to a single operating center.
Achievements :
After one year of operation, TracFone achieved the highest rating of customer service in the ‘Telephone- Wireless’ industry from Planet Feedback (www.planetfeedback.com/ratings). TracFone is rated number one over competitors such as Verizon, Voicestream, AT&T, and Cingular.
Some statistics include :
TracFone receives 32% fewer complaints than the industry average
TracFone receives 35% more compliments than the industry average
TracFone’s closest rival receives 50% more complaints and 66% fewer compliments than TracFone
Recently, TracFone extended its contract with Fusion BPO for an additional two years.
