Case Study: Largest Telecommunication Company boosts retention and sales with TTEC's proactive churn reduction program

Largest Telecommunication Company - Customer Case Study

TTEC worked with the Largest Telecommunication Company, one of the world’s biggest wireless providers, to reduce churn among its most valuable customers. The client needed a better way to identify at-risk accounts and prevent customers from leaving before contract expiration or service issues became a problem.

TTEC designed and delivered a proactive retention program using an integrated CRM solution, sales offer management system, and automated dialer. This data-driven approach helped associates reach customers at the right time with tailored offers, resulting in a 20% increase in sales win rates and making customers 56% more likely to upgrade their service plan; the program’s success also led the client to more than double its size.