Case Study: U.S. Publisher improves call center retention and pay-through rates with Mather Economics

U.S. Publisher - Customer Case Study

Mather Economics worked with U.S. Publisher, a large U.S. publisher, to improve the effectiveness of its call center retention efforts. The company needed a better way to identify subscribers at risk of churning and target them more effectively during the payment review process.

Mather Economics used historical payment data to build subscriber-level profiles and generate lists of customers who had fallen outside normal historical payment patterns. Those lists were sent to the market’s call center for live retention calls, leading to a significant increase in year-over-year pay-through rates, averaging 3.2% since December 2015 and reaching 6.5% in March 2016; the publisher also began testing follow-up robocalls for nonresponders.