Retention
By using intelligent resources we revert wishes to cancel a service or even recover revenues after a cancellation. We use a custom approach for each point of contact, thanks to the use of advanced Data Science resources. In addition, at a critical complaint points, we implement cancellation islands, or design proactive actions, also creating a fully customized alternative offering. Our CX consultancy can use the complaints data analysis to identify the root cause of cancellation requests and converting a reactive process into a proactive interaction.
Benefits
Complaints Reductions
We minimize complaints from the start, based on cancellations root cause.
Lower Retention Costs
By leveraging on “Next Best Action” and “Next Best Offer” analytics models.
NPS Improvement
Transforming complaints into loyal customers.
Differential
Areas of CX Consultancy, Quality Insights and Process Consultancy focusing on the performance of root problems that generate cancellation.
Use of Data Science to evaluate and define the best offer and argumentation.
Focusing on NPS improvement along with the retention cost x revenue forecast analysis.
Key figures
with no discount offer
In overall retention index
on total cancellations
See how this solution works in practice.
Contact us
Transforming the customer experience through talent acquisition, people development and brand assimilation.
Our client is an American consumer electronics and gaming merchandise retailer. Founded 40 years ago, the company is one of the largest videogame retailers in the world, with more than 4,000 stores in various geos, including the United States, Canada, Australia and Europe.
Their goal was to enhance the value they provide to customers and stakeholders by reimagining their customer experience, from a purely transactional model to an experience-focused framework.
Talent & expertise for a Sports Betting giant
Our client is an online game software supplier traded on the London Stock Exchange Market who offers cutting-edge value-added solutions to industry leading operators.
Social Media and Talented CX service for complaints
Our client is Latin America´s biggest payment systems company, as well as one of Brazil´s largest credit and debit card operators.
The company trusted Atento to improve its customer satisfaction levels by providing their CX expertise to transform the company´s service culture. They needed to drive CX excellence at all levels, improving customer satisfaction rates when dealing with complaints through voice and digital channels.
Atento Live
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