Customer Success Story
Boosting High-Speed Internet Turn-On Rates: A Customer-Centric Approach
The Challenge
The Client was confronted with the disheartening reality of a significant portion of their customers failing to activate their high-speed internet services within six days of installation. This not only led to a rise in customer frustration but also resulted in revenue loss. To address this challenge, the Client needed a partner who could intervene effectively, increase turn-on rates, and, importantly, ensure customers enjoyed a seamless transition into their high-speed internet experience.
The Solution
Leverage TSI, a trusted partner with expertise in customer care and telecommunications. TSI designed a customer-centric solution that focused on improving the installation process and nurturing a positive customer experience.
TSI devised an outbound program that began with just five dedicated Full-Time Employees (FTEs) who embarked on the mission to survey customers. The objective was to uncover any installation issues that hindered customers from turning on their new high-speed internet service.
As the program unfolded, it became clear that this proactive approach was resonating with customers. The initial team of five FTEs soon expanded to 25 FTEs, reflecting the growing demand for TSI’s services.
The Results
From its inception, the program was a resounding success. By addressing installation issues
early and providing timely solutions, TSI helped the Internet Services Provider reduce the number of non-turn-on rates within the first few weeks. This achievement marked a turning point in the Client’s quest to enhance customer satisfaction.
But TSI didn’t stop at just solving immediate problems. Recognizing the potential for upselling and cross-selling opportunities, TSI’s agents, armed with product knowledge, offered alternative internet service options. This additional step not only helped the Client maximize their investment but also contributed to revenue growth.
In summary, the strategic partnership between the High-Speed Internet Services Provider and TSI led to a remarkable transformation. Turn-on rates soared, customer satisfaction reached new heights, and revenue streams expanded. This case study serves as a testament to the power of a customer-centric approach and the positive outcomes it can achieve in the ever-evolving telecommunications industry.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
