Case Study: Communications, Media and Technology Company cuts churn in half with TTEC retention strategy

Communications, Media and Technology Company - Customer Case Study

TTEC helped a Communications, Media and Technology Company address rising customer churn in a highly competitive Middle Eastern telecom market. As new entrants and deregulation increased pressure, the telecom incumbent needed a better way to retain at-risk customers and reactivate dormant lines.

TTEC implemented a churn prediction analytics model, built targeted retention offers, and deployed proactive and reactive retention teams across contact center and retail channels. The solution delivered a 50% reduction in blended churn, a 15% increase in renewal rates, and tripled save rates, while also transferring knowledge to the client for a sustainable long-term retention capability.