Our Journey from moving from Service to

Experience.

Customer interactions in 2012 Opportunities to retain a customer Opportunities to reinforce the Lebara brand Opportunities to amaze our customers

The Right Selection •Preferably no call centre experience •Fit to experience •Care base assessment centre •Agent team get the final say

Our Results- 2012

-2% in 2010 to 58% in 2012 at a weekly level.

We have dramatically reduced our cost to serve

Over 2million calls answered, at 90% PCA across 25 languages, <30 sec. Utilisation 85%