Analytics-Driven High Value Voice

Countering contract cancellation with the power of data analytics

Goals

  • Counteract customer churn intentions.
  • Enhance retention metrics, fostering brand loyalty.
  • Sustain the existing revenue foundation.

Strategy

  • Onboard agents aligning more closely with the ideal profile.
  • Extend personalized offers to bolster the retention rate and deepen customer engagement.
  • Foster an active managerial approach, harmonizing retention goals with financial outcomes.

Highlights

  • Employed a predictive analytics approach to craft the NBO (Next Best Offer)
  • Emphasized a team-centric approach with a keen eye on performance metrics (KPIs).
  • Adjusted the agent profile which resulted in slashing attrition rate from 15% down to 5%.

Results

  • Achieved a significant leap in retention, surging 25 pp (from an initial 40% to an impressive 65%)
  • Notably, within this retention boost, a whopping 85% of customers were secured without resorting to discount offers.

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Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions