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Case Studies - Communications
The largest telecommunications Carrier in the US, serving more than 90% of the US population, partners with OneTouch Direct to develop and implement call center programs to sell LEC/LD Bundles inside of their footprint and to their current customer base.
The Challenge
Increasing competition, pricing and multiple entrants into the market place is causing stiff competition in the Local Exchange/Long Distance industry. The carriers need to find a way to keep customers without eroding margins and acquire new customers at a low cost. This telecommunications carrier was no different and set out to increase revenue per customer through multiple products, reduce customer churn through strategic base marketing and acquire new customers at a reasonable cost. They had not been able to accomplish this with their internal call centers.
The Solution
This company tested multiple external vendors and their internal centers to determine the best ROI, keeping quality in mind. In the end, OneTouch was chosen along with three vendors to support their effort. OneTouch was given complete informational access to the customer base as well as the company’s marketing provision system.
OneTouch was successful in increasing the number of product per customer, and helped to reduce churn to an industry-leading level. This initiative is ongoing, and continues to realize success on a monthly basis.
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