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| Case Study: Telecom Giant |
Within 90 days, Edge had distinguished itself as a very capable vendor in terms of hitting and exceeding assigned take rates, prompt reporting, creative and energetic training of agents and willingness to institute frequent changes "on the fly" within several programs. Those same attributes have won Edge ever-increasing business volumes and have fueled average growth of over 27% per year. In 2001, we were awarded their Telemarketing Vendor of the Year. In 2002, we became the first vendor in their history to receive the award two consecutive years
Among the many programs we regularly run for this telecom giant, these are some of the highlights:
Retention programs. We run these programs monthly from various lists provided. Typically Retention prospects are existing business customers to whom we sell additional business lines, DSL, features, and a bundled package including long distance.
Winback programs: We call a variety of lists each month, from recent defectors to more than one year’s length since defection. Take rates vary from a low of 3% of those contacted to a high of 12%. DSL is sold within the call framework. All sales are transferred real-time to Third Party Verification, and subsequently to the order-processing department within the customer’s fulfillment center. The customer is provisioned before they get off the phone.
Inbound Welcome Home: In June 2003, we were awarded an inbound "Welcome Home" Program, which had been run from an internal department. Within 30 days we achieved a service level in excess of 90%, with Customer Satisfaction levels higher than the internal staff levels had ever been. Businesses calling this program seek to return to our customer and our agents take them through the registration process.
Disconnect Program: In September of 2003, we were awarded yet another internally managed program called Disconnects. This program is the polar opposite of "Welcome Home" and allows us to process and properly serve those business customers seeking to leave the customer’s service.
