Case Study: J.D. Power & Associates boosts customer loyalty and retention with iQor customer care

Building Brand Loyalty One Customer at a Time

J.D. Power & Associates’ client, a prepaid, no-contract wireless carrier, faced the challenge of scaling customer care while building stronger brand loyalty in a fast-changing, highly competitive mobile market. As the business expanded from a small regional operation into a national carrier, it needed a partner that could support rapid growth and deliver exceptional customer experience; iQor was brought in to provide outsourced customer care, technical support, dealer support, retention, and new customer orientation.

iQor responded with a scalable, concierge-style support model backed by extensive agent training, first-contact resolution practices, and tools like sQool and Knowledge-Informed Interactions to keep agents current across devices and operating systems. The results were strong: iQor helped prevent more than 34% of cancellation calls from converting to lost customers, and 75% of those saved customers were still active after six months, generating $3 in profit for every $1 spent. The carrier also earned five J.D. Power awards, including 2014 Customer Champion recognition.

J.D. Power & Associates