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.
