Commercial Retention Case Study

Challenge

A wireless communication provider with more than 50 million customers sought to reduce customer defection. The client's increasing churn rates were attributed to a decline in customer satisfaction and brand perception, driven by an increasing customer base and higher satisfaction levels among its top competitors.

Solution

A transfer queue was created within the client's customer care "Click-to-Chat" offering. Connextions staffed the Chat program with a specially trained customer retention / account service team. During a Chat, a customer request to cancel a contract triggered a transfer of the Chat from a standard customer care agent to a trained retention agent, who worked to "save" the defecting customer.

Results

Since its inception, the customer retention team has consistently increased its "save rate percentage" on a month-over-month basis to achieve the client's monthly save rate goal of 65 percent. The retention team's save rate percentage is higher than several previously established internal client sites. Issue resolution for the retention team has steadily climbed month-over-month, far exceeding the client-established target.