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Case Study: Video Solutions

Industry: Video

Focus:    Acquire New Customers and Drive Bundled Sales of Video, Broadband and Home Calling Services

A national leader in telecom services partnered with One Touch Direct to acquire new subscribers and move new and existing subscribers into bundled product relationships featuring video, broadband and home calling. Six years later, OTD continues to contribute to industry-leading churn levels, drive revenue increases and grow total customers and products per customer.


  • 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)
  • Reduce customer churn, protecting the base from aggressive competition
  • Exceed the results of other outsourced centers and internal centers


  • Develop customized inbound and outbound programs to test the winning combination of customer profile, data segmentation, bundled offer, agent, training, scripting, monitoring, quality scoring and coaching
  • Assemble an industry-savvy team of management and representatives, adding comprehensive training to ensure fluency in product advantages and competitive selling points in video, broadband and home calling product categories
  • Systems development and integration
  • Develop a customized reporting package for the many variables of the complex offer structures and operational components


OTD’s strategic plan for marketing and operations resulted in: 

  • The accomplishment of sales objectives at or above target for video, broadband and home calling services
  • Reduced churn and increased average revenue per customer to industry-best levels
  • Increased customer satisfaction scores
  • OTD achieved the test objectives and were awarded the business.