Industry Markets > Wireless, broadband and Telecom

DRTV Sales, Upsells, Call Activations and Customer Service
History
The Connection provides inbound direct response call center services for one of the nation’s leading wireless phone retailers. This company markets to consumers interested in easy to use cell phones and services that are not loaded with complicated features and gadgets nor come with complicated service plans.  The company's mission is to simplify technology and make it available to everyone. The products, services and systems are centered on simplicity, personalization and ease of use.  The Connection provides sales services for the cell phones and the programs.

Company Goal for Outsourcing:
Inbound Call Center Services Including:

• Increase Sales and Upsells
• Call activation
• Detailed reporting requirements

Customer Service and Support

• Reduce customer churn
• Increase Overall Customer Service Satisfaction
• Increase Sales and Upsell Conversion Rates

Key to Success
The Connection developed a specialized sales team of dedicated agents to assist new customer contacts.  Specialized agents are trained to quickly analyze callers’ wireless needs to maximize sales and upsells combined with preventing customer churn after purchase while  increasing overall customer satisfaction.  In addition, to maximize cost and increase call metrics, highly trained shared agents assist during call spikes.

Tasks to Accomplish Success

• We developed a specialized team of dedicated sales agents that worked along with shared agents handling calls in our call center facilities.
• Made recommendations to the client in order to enhance their sales scripts and training process
• Made recommendations to the client regarding purchasing trends and how to improve conversions
• Activate new cellular phones and Upsell/cross sell additional services such as roadside assistance.
• Answer product questions and place new orders;
• Improved one call resolution results by assisting callers with problems such as: products not received, defective products, damaged products
• Provide additional services by supporting retail effort by offering activation services, and outbound "secret shopper" calls to retail locations
• We utilized our customized internal data management system, BigKey, to process credit card payments real-time and also accessed our client’s CRM systems to complete phone activations and modify account information.

Summary
By providing a highly trained blended team of specialized dedicated and shared agents The Connection increased average conversion as well as increased ability to manage the DRTV call spikes and in turn increase sales and upsell conversion rates program wide.

Complete Wireless Call Center Services
A large nationwide wireless company uses agents at The Connection® to handle all levels of telephone support for their customers. The program includes customer service, technical support, activation, account management, and billing & payment support

System Features:
		Strong partnership between client and The Connection® - Program was developed cooperatively, with frequent quality checks and process improvements.
		The Connection® handles the entire customer experience after the sale.
		Wireless handset activation – agents: add handset to switch manager, sell and activate additional features (voicemail, Caller ID, insurance, etc.), and educate the customer about billing.
		Billing and payment support – agents must fully understand client’s complex billing system. Service is pay-in-advance, customer’s billing cycle varies, some pro-rated payments. In addition, client "hotlines" handsets after 5 delinquent days, so handsets ring directly to The Connection®. Agents handle billing questions, post check and credit card payments, and reactivate service for the customer.
		Troubleshooting – Helping customer repair handset issues: fast busy signals, broken antennae, poor reception, etc. Agents can help customer hard reset or reprogram handsets. If problems require maintenance beyond the customer’s ability, agents refer them to a dealer location.
		Service management – Basic informational questions about client, such as, “Where can I pay my bill?” “Where is the nearest store?” “I’ve forgotten my password.” etc. Agents have some handset technical expertise - can talk customers through feature changes and other tasks.
		Retention and customer loyalty – Educate customers wishing to cancel service about the benefits of retaining the service - also authorized to offer range of incentives to customer.
		Outbound “Welcome” calls – Agents call a selection of existing customers two months after purchase to determine their satisfaction with handset, features, accessories, and services.
		All agents are dedicated, with specific agent subgroups: 1. Dedicated high-level tech support group for troubleshooting 2. Dedicated retention and customer loyalty group

Telecommunications Customer Service and Retention
The Connection works with a major telecommunications DSL provider client. In addition to providing customer service for troubleshooting and billing questions, The Connection uses a variety of sales techniques to "save" a customer who arrives through an inbound call to keep the providers's DSL service with the customer. Aspects of the program include:

System Features:
		Answering customer-initiated inbound calls concerning service issues or the termination or disconnection of the major DSL provider's services.
		Resolving pricing questions, billing discrepancies and other customer initiated concerns that would cause a customer to disconnect service.
		Maximizing retention of customers calling to disconnect service.
		Offering customer incentives approved by our client to retain customers.
		Redirect any calls that require support pertaining to other products or services of our client.
		Representing our DSL client by providing the highest level of customer service to all existing and potential subscribers.

Agents assigned to this client program were extensively trained prior to answering any calls. The Connection ramped up to 150 agents in sixty days and increased that to 260 agents within six months. The customized training curriculum was developed with significant input from our DSL client. The Connection successfully used "mock calls" as part of the certification process before agents were allowed to take "live" calls on the floor. In addition, The Connection used online quizzes and tests to monitor agents. Numerous incentive programs were established as well, between the client and The Connection to motivate agents toward set goals. This included monetary and non-monetary prizes, individual, team, call center based as well as daily, weekly, monthly, special 'power days', coach awards and more.

Our Additional Responsibilities Include:
		Maintain ownership of the customer until retention issues for the customer are brought to a closure based on our client's policies and procedures.
		Successfully implement quality or call improvement coaches who work along with coaches, senior coaches and product/program specialties.
		Work closely with client marketing department and project management team to deliver positive results.
		Participate in the periodic status/update calls. The calls are scheduled at our client's discretion.

A nationwide wireless company needed a call center to handle calls for a special short-term promotion. They came to The Connection® for assistance. Print and radio ads drove traffic to two toll-free numbers. The Connection® provided a service whereby callers could gain information about the promotion and locate their nearest retailer based on ZIP code. Agents at The Connection® also handled order processing for an incentive accessory offered with the sale of a new phone. Our partnership was so successful that the wireless company extended the promotion from thirty days to four months.

System Features:
		Direct callers to their nearest retailer, based on ZIP code and pre-determined mileage.
		Work with a database of up to 15,000 retailers.
		Customized call reporting provided daily via email.
		Custom on-line script ensured that client’s expectations of courtesy and professionalism were met.
		On-line information in “pop-up” or help screens allows operators to answer questions regarding retail information, and other commonly asked questions.
		Accessory order program included full lead information capture.
		Customized dealer searching allowed CSR to obtain store ID number in case the customer didn’t have that information.
		Daily transmission of order information to fulfillment partner.
		Agents were trained on the client’s program specifications and were able to answer basic customer service questions.