Etan customer Retention



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THE SOLUTION

ETAN Industries, a Dallas-based provider of outsourced solutions, 

has spent decades refining strategies to effectively manage 

customers within the delinquency cycle. Billions of calls later, ETAN 

provides the most effective solution for reducing customer loss due 

to non-payment.  

ETAN agents place powerful, proactive, outbound calls to delinquent 

customers offering the opportunity to pay immediately with  a variety 

of convenient payment options. Multiple attempts are made at 

varying times to maximize contact potential. While the most effective 

calls are made early in the delinquency cycle, ETAN also provides 

post-disconnect outbound calling services, often offering partial-pay-

ment or promise-to-pay opportunities to the customers 

most at risk of permanent disconnection.  

ETAN programs are uniquely designed to reflect the client’s 

communications conventions from customized scripts and PUC 

compliance programs, to call quality and customer service 

objectives. Supplementing outbound calls, ETAN offers dedicated 

toll-free payment numbers, inbound services, T-grams and automat-

ed payment reminders.

AT S C S 1 0 3 2 6 — O U T B O U N D P D F



The Value of Payment Commitments

In addition to the results based on the immediate 

payments made, the cable provider also benefited from 

subscriber “promise to pay” commitments. Typically, 

within a few days of ETAN contact, an average of 68 

percent of commitments have been fulfilled



The Value of Customer Retention

For this cable provider, the average Lifetime Value

of their subscriber is $3,500.

Total accounts submitted  

2,715,052

No phone numbers 

23,512

Total accounts called  



2,691,540

Incorrect phone numbers  

340,288

Net adjusted accounts  



2,351,252

Average delinquent balance per account  

$260

Subscriber contacts 



2,059,044

Number of direct check & credit card payments  

100,208

Value of diect check & credit card payments 



$13,433,455

Total contact percentage 

87.9%

Save rate 



18.4%

Account payments 

$13,433,455

Program costs 

$2,462,664

Net gain to system 

$11,192,517

Number commitments fulfilled 

291,262

Value of commitments fulfilled 



$42,642,293

Saves based on number of immediate payments 

100,208

Saves based on number of commitments met 



291,261

Total customers saved 

391,469

Total value of ATS Customer Retention Program 



$1,370,141,500

The Value of Live Agent Outreach

 www.etanindustries.com    One Galleria Tower   13355 Noel Road, 21st Floor    Dallas, TX 75240

ETAN agents place powerful, proactive, 

outbound calls to delinquent customers 

offering the opportunity to pay immediately 

with  a variety of convenient payment 

options. Multiple attempts are made at 

varying times to maximize contact potential.

Sophisticated connectivity to most national (and many proprietary) 

billing systems enables ETAN to add additional value to the 

retention programs. ETAN agents are able to access payment 

history, post payments, update accounts and generate work orders 

in real time. ETAN has also worked with the larger billing systems to 

automate common processes for faster, more accurate transac-

tions.


THE RESULTS

ETAN has a long record of proven results. Considering the 2013 

results for a pre-disconnect retention program for one of the nation’s 

largest cable companies, ETAN was able to take $13,433,455 in 

telephone and IVR payments for a total program cost of $2,462,664.

The Value of Live-Agent Outreach:



A Customer Retention Case Study

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