The CEO of Danish operator TDC made improvements in customer satisfaction the headline of it Q2 results as the financial performance of its enterprise unit made for grim reading.
Carsten Dilling, who said improving customer satisfaction was his “prime target” in 2015, revealed the number of customers with a non-acceptable experience decreased by seven index points.
For example, he said just five percent of customers waited more than three minutes for support when contacting the operator’s call centres, down from 35 percent 12 months ago.
“We achieved this by the focused execution of our customer transformation programme (TAK+), which included targeted investments in digitalisation, improved customer journeys, a staff increase in Channels and quality-improving outsourcing of support calls to Sitel,” Dilling explained.
“This improved waiting times and accessibility significantly across touch points at our call centres in Q2 but in other areas we still see room for improvements.”
TDC increased the number of mobile customers at its Consumer division, up 13,000 on Q1, for the first time in several years.
There were also 4,000 more TV customers versus the previous quarter.
However, the business unit saw revenues drop 1.4 percent.
Although reported group revenues rose thanks to the acquisition of Pay TV provider Get, underlying sales in the three months to June fell 2.3 percent year-on-year to DKK12.2 billion (€1.6 billion).
This was mainly due to the performance of its enterprise business unit, where revenues fell 7.7 percent and earnings were down over 17 percent due to what TDC described as “intense competition” across products in both low-and high-end segments.
During the quarter it lost a public WAN tender, which the operator said could lead to the loss of some existing public customers from next year.
This pushed underlying group EBITDA down 7.7 percent.
Wholesale revenues fell by eight percent, but there was better news in Sweden where sales were up by nearly nine percent.
Dilling said: “Based on our Q2 results, we are committed to delivering on our full-year guidance on all parameters.”