180-Degree Turn at Vodafone: Its Customers Will Notice Much Sooner Than They Think

Vodafone is preparing to take a big step that will mark a turning point in its customers' experience. In a matter of weeks, the company will initiate a significant change that will directly affect customer service. This is one of the most critical areas in any operator.

Starting in March, it will launch its own platform to manage user service, reports Business Insider. It will leave behind subcontracting with third-party companies, as is common in most companies.

Until now, Vodafone outsourced a large part of its customer service to external companies. This made it difficult to have direct control over the quality of the service. However, the operator has decided to make a U-turn.

Instead, it will implement an internal platform called VPlat, which will be responsible for managing all customer service from within the company. This move aims to offer better service and greater control over the user service process.

Vodafone Wants to Control Everything

In this first phase, Vodafone will open a center in Valladolid, where hundreds of new employees will be incorporated. With this decision, the company not only seeks to increase its workforce but also to improve the customer experience. It will allow its workers to have more direct contact with users.

This move will mark the beginning of a transformation process. The company has assured that subcontracted services will not be immediately replaced but will be gradually phased out.

This change's main objective is to improve control over customer service. By having its own employees directly manage this area, Vodafone hopes to offer a more personalized and efficient service.

Benefits for Vodafone Customers

This shift will bring immediate benefits to Vodafone customers. Initially, users should notice an improvement in the service they receive. Thanks to the creation of VPlat and the internal control of management, the company's employees will have a clearer view of customer needs.

This will allow them to offer faster and more effective solutions. Customer service will be closer and more personalized, something many users have demanded for years.

Additionally, by eliminating subcontracting, Vodafone will also be able to manage wait times more efficiently and reduce potential issues. Especially those that arise when employees are not as familiar with the company's internal processes.