Case Study: Virgin Media achieves 5% fewer cancellations with Afiniti

Virgin Media retains its customers an average of six more months with Afiniti

Virgin Media, a major UK telecommunications provider, faced the challenge of improving customer retention in its highly competitive market. To capitalize on its network advantage without upfront investment or risk, the company partnered with Afiniti to implement its Enterprise Behavioral Pairing technology in its inbound call centres.

Afiniti replaced the existing call routing system with its behavioral pairing solution across 1,000 agents. Deployed in just four weeks with no operational disruption, the solution was provided on a pay-for-performance basis. The results were immediate, leading to a 5% reduction in cancellations and generating an estimated $80 million in annual revenue for Virgin Media.

Virgin Media

Lutz Schuler

Chief Executive Officer