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