Customer Story - Lowell
From an NPS measurement to a tool for leadership and development
In the debt collection industry, customer experience has a direct impact on results. Every customer interaction matters, and solution orientation and trust are key elements of success. At Lowell, customer experience has been elevated to a strategic priority, and we have chosen Confidently as our partner to help us achieve our goals.
Our NPS score has shown a steady upward trend for more than two years. This is no coincidence, but rather evidence of systematic work and the strengthening of a customer-centric culture. Together with Confidently, we regularly review key customer experience metrics, track development, and receive valuable improvement suggestions from the perspective of our objectives. This has helped team leaders manage customer experience more effectively and improve results.
Over the past two years, we have also invested heavily in developing our employees’ skills. As multi-skilling has increased, solution expertise has strengthened as well. Learning new skills and internal career paths have enhanced the sense of appreciation, and our employee turnover has decreased significantly. Working on delivering customer experience also brings greater depth and a stronger sense of purpose to the job.
Investing in customer experience expertise and solution capability has not come at the expense of efficiency—quite the opposite. All our key metrics and service levels have been excellent and have developed positively. Thanks to a highly skilled workforce, the number of transferred calls has decreased significantly, which in turn has improved both customer experience and efficiency.
Customer service work is often hectic and mentally demanding. That is why competence plays a crucial role. The better our teams master service and solution skills, the more smoothly we can handle peak times, system challenges, and difficult customer interactions. When challenging situations are handled routinely, this results not only in a better customer experience but also in tangible outcomes, such as more efficient recovery of receivables. Competence is therefore reflected both in customer satisfaction and in financial results.
Lotta Joronen works as Customer Service Director at Lowell Suomi Oy and is responsible for the comprehensive development of customer service. Her work focuses on the systematic improvement of customer experience, renewing operating models, and integrating strategic solutions into the everyday operations of customer service.
