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Case Study: Telecom Bundle Solutions
Industry: Telecom Bundles
Focus: Drive Sales of Bundled Offers to New and Existing Customers
A national leader in telecom services partnered with One Touch Direct to move new and existing subscribers into bundled product relationships.
Six years later, OTD continues to deliver new bundled customers, drive revenue increases and grow total products per customer while producing lower-churn subscribers.
Challenge:
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Acquire new subscribers, increase average revenue per existing customer through increased products per customer from approximately 1.5 to 4 through triple- and quadruple-play bundled offers (LEC, LD, video, wireless, broadband)
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Reduce customer churn, protecting the base from aggressive competition
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Exceed the results of other outsourced centers and internal centers
Solution:
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OTD developed customized inbound and outbound programs to test the winning combination of customer profile, data segmentation, offer, agent, training, scripting, monitoring, quality scoring and coaching for the acquisition and retention programs.
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Systems development and integration
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OTD developed a customized reporting package for the many variables of the complex offer structures and operational components.
Results:
OTD’s strategic plan for marketing and operations resulted in:
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The accomplishment of sales objectives at or above target
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Reduced churn and increased average revenue per customer to industry-best levels
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Increased customer satisfaction scores
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OTD achieved the test objectives and were awarded the business.
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