CTL Europe - BPO - Wembley call centre with IT & customer service Call centers
Your Customer Services & IT outsourced. In One.
Customer Contact and IT Solutions
Lowering the cost whilst raising the bar for customer experience

We never overlook a vital component – the client

The more engaged and open our clients can be, the greater our chance of being effective - fast. At the outset of a campaign, in addition to agreeing metrics, time plans, an incentive solution portfolio and framework, we encourage real openness in the sharing of information. It’s important to understand the client processes and measurements of retention for instance. Qualitative, quantitative and often anecdotal feedback on customer experience helps enrich our learning and accelerate effectiveness. We know this, having been involved with many independent satisfaction tracking surveys. Openness can also overcome the matter of data that’s kept within product, channel and functional silos, which itself undermines retentions effectiveness.

We would also encourage customer classifications to help focus efforts efficiently on your behalf.

Call us on 020 3190 3190 to discuss how we can help retain – or winback – your customers.

Outsourcing to CTL means outperforming inhouse resource

In Q1 2007 we embarked on a significant retentions campaign at a testing period for a leading broadband provider. Prior to our engagement, the company was saving less than 1 in every 5 defecting customers. Within a matter of weeks this figure (18%) improved to 43%, significantly hiking company revenue. The gain was due a mix of new activities recommended by CTL:

  • More detailed (quantitative and qualitative) management reports
  • Specialist knowledge base and centres of excellence created
  • Structured and informal feedback channels and briefing sessions
  • Making a key process (MAC requests) a retentions touch-point
  • Input to (and outputs from) customer satisfaction tracker survey
  • Re-structured incentives plan

In view of the effectiveness of our retentions programme and the insight we gained, CTL Europe’s role was rapidly expanded to include both issue resolutions and escalations processes.