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Customer Acquisition & Retention
History
Approximately 2 years ago, a leader in the wireless telecommunications
industry approached Afni with an opportunity to assist them with
reducing overall customer churn. The main objective was to teach the
consultants how to recognize the "bells of churn" and provide them with
the skills necessary to save customers. A secondary objective was to
ensure that our consultants were proactively analyzing the customers'
accounts to make sure that they were not only aware of the customers'
contract end date, but also understood his or her calling patterns and
minute usage to determine if the customer would benefit from a price
plan change.
Scope
In an intensely competitive industry where the only ways for a wireless
provider to set itself apart from the competitors are through its
customer service and network, customer retention is the key to success.
Currently there are three wireless providers vying for the top spot in
customer satisfaction ranking.
The challenge presented to Afni in January 2004, was to renew/extend
15,000 contracts by the end of first quarter, with the long term goal to
increase the number of renewals/extensions per consultant to one per
day. This program is currently supported by approximately 395
consultants located in three Centers across the Afni footprint.
Results
In 2003, Afni renewed/extended
approximately 45,000 contracts. Through additional training, competitive
contests among Centers and implementation of a monthly bonus incentive
program, Afni exceeded the client's 2004 first quarter challenge
and were well on the way toward one renewal-extension per consultant
per day. By June 2004, Afni achieved 2.05 renewals-extensions per
consultant per day, again exceeding expectations. As we approach
year-end 2004, Afni has more than tripled its 2003 performance with
over 150,000 contract renewals-extensions.
With the average monthly access charge for a renewal or extension at
$48, the client is now making $2 for every $1 they spend on Afni's call
handling services!
Technical Support
History
Since 2002, Afni has been handling technical support calls for wireless
data products. Based on our initial success, Technical support is now an
integral component of Afni's customer interaction services.
Scope
For our first project, Afni engaged
80 Wireless Data Technical Support Consultants. Those consultants
continue to assist our client's customers with technical support
for voice-enabled services, application libraries, text and picture
messaging, and internet services for their mobile phones. Afni tailors
the technical support process, including required activities, escalation
procedures and system level reporting to meet the specific needs
of our client's business. Additionally, we provide insight into
our client's future product development initiatives by analyzing
product-related call patterns gathered from both client and Afni
developed call and ticket tracking systems.
Results
Afni is now the number one partner for volume, quality, and customer
survey results for one of the largest wireless providers in the United
States. We consistently exceed our objectives and out perform our
competitors and often our client's internal centers. Afni has handled
nearly two million inbound Wireless Data Technical Support Calls, with
more than 80% of customers giving Afni an 8, 9 or 10 out of 10 relative
to our Consultants' performance. Add the fact than Afni has 20% more
customers reporting their issue resolved on the 1st contact v all other
competitors, our client is now able to serve their most demanding and
profitable customers without incurring higher support costs!
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