Transforming customer satisfaction and brand perception for a global payment provider

The challenge

Our client, a global payments company that provides comprehensive services for both merchants and consumers to facilitate online and in-store transactions, faced significant challenges in customer satisfaction and brand perception.

Despite being a leader in secure payment solutions for small to medium-sized businesses, they were struggling to deliver a superior customer experience (CX). With satisfaction levels falling more than 20% below industry standards for comparable brands, the client sought to close the gap and elevate their customer experience.

The TELUS Digital solution

To improve customer satisfaction and shift brand perception, our team of experts delivered a fully integrated, end-to-end CX solution. We designed a comprehensive strategy as well as built and managed key deliverables that addressed the client’s most pressing service challenges, while laying the groundwork for long-term success. Our multi-faceted approach included the following:

• Knowledge base overhaul: We identified that the client’s outdated knowledge base was contributing to inconsistent service. Our team worked closely with their internal teams to revamp the entire knowledge base, including introducing new quality guidelines and forms, and ensuring agents had the most current and accurate information at their fingertips.
• Enhanced training programs: A targeted upskilling approach to strengthen agent capabilities and improve service consistency was introduced. Working closely with the client, we refreshed training materials and supported ongoing learning to ensure teams were equipped to handle customer needs with confidence.
• Specialist-led multilingual support: Recognizing the importance of localized service, our team implemented a specialized support program tailored to the client’s operational needs. We leveraged experts in risk reporting, chargeback analysis and underwriting, and provided multilingual support in English, French, Portuguese and Spanish for merchants in Canada and Brazil. This enabled more personalized interactions in each customer’s native language, improving communication and satisfaction.
• Continuous improvement: Through consistent touchpoints — including weekly check-ins and business reviews — and an open dialogue with the client’s leadership, our team ensured transparency, alignment and the swift resolution of issues. This collaborative approach enabled us to continuously evaluate and refine our processes, driving ongoing service improvements and fostering a culture of continuous enhancement.

The results

Our strategic interventions yielded significant improvements for the client, including:

• Enhanced customer support: Building on the program’s initial success, the client more than doubled their support team, enabling greater specialization and an enhanced focus on meeting customer needs.
• Net Promoter Score (NPS) improvement: The client’s NPS for the brand surged from -21% to 65%.
• Agent interaction success: NPS for agent interactions rose from 2.0 to 9, surpassing the client’s goal.

These improvements culminated in a notable rise in the client’s third-party customer satisfaction rankings, moving them from the bottom tier to a top-three position within just two years.

“Within our first two years of doing business with TELUS Digital, we’ve been able to achieve significant benefit from the relationship... We are beyond impressed with how TELUS Digital treats their employees and love the fact that it translates into how agents treat our customers. This has by far been the best strategic outsourcing move in my 20+ years of BPO experience.”Vice President, Customer Care, U.S.