VocaLabs Awards Liberty Wireless Highest Marks for Customer Service

EDEN PRAIRIE, Minn. - Vocal Laboratories announced it has awarded Liberty Wireless, a leading independent provider of pay-as-you-go nationwide wireless phone service, an "A" rating in caller satisfaction, call completion and call consistency. The VocaLabs study specifically measured Liberty's self-service applications, provided by BeVocal, for account balance, minute refill and bill payment. The applications each finished in the top tier in overall caller satisfaction, call completion and call consistency levels across all customer service operations that VocaLabs has studied, including live agents and automated systems.


VocaLabs' study involved more than 500 panelists who each called into Liberty's voice-automated customer care system to retrieve an account balance, buy more minutes and/or find the address and phone number of the nearest payment center. The study measured how many call attempts were made, the total call duration and the overall success and satisfaction of the caller's experience. The BeVocal/Liberty Wireless application received the highest marks possible in customer satisfaction, call completion and call consistency, an accomplishment achieved by less than five percent of the applications VocaLabs has studied.

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