This client, a large media and broadcasting company, is committed to supporting and improving their customers’ subscription experience.
The client had identified customer accounts as “likely to leave”, but could not stop the silent attrition—and current interventions were not helping. They sought to understand how to save these customers from leaving and were open to any recommendations.
Bring it, we said.
After a diligent search process, Alorica was selected to improve the customer journey through a more sophisticated approach to simplified selling, and to form a leading partnership to be the first to migrate and handle customers in a blended technical support environment.
We analyzed third party data and created a “Propensity to Reconnect” model which included account value, and sorted customers from ‘high to low.’ We created an optimal contact strategy for the scored customers and adopted a staffing model to lower customer attrition.
Alorica performed numerous diagnostics and determined that the client’s current contact strategy was ineffective. Alorica’s analytics team created a custom customer profile, and the Propensity to Reconnect scoring model for landline numbers and cell phone numbers. We generated an optimal dialing campaign strategy and staffing model and focused on building agent confidence to sell simply.
Thanks to customized call flows that support high-risk customer profiles while using power words, probing tactics and engagement methods, we met, nay exceeded, target customer reconnect results.
And we did it all with a smile.
- Contact rate went up 57.9%
- Conversion rate increased by 44.6%
- Saves per hour increased by 46.4%
- Account ‘value saved’ increased 11.7%
- Alorica was recognized by the client with eight distinct awards for innovation and excellence in execution
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