Churn and loyalty

Customer satisfaction reduces churn and builds loyalty

Today’s customers are more informed, have greater choice and are more pre-disposed to churn than ever before. How then can operators satisfy and retain high value customers? Offering the latest must-have handset and a range of bundled offers helps, but the fundamental challenge is to understand customers’ behavior, motivation and segment offers accordingly and swiftly.

And this is where many legacy billing and BSS fall down. The issue is not simply that they take too long to launch new services and bundles, but that the offers and bundles themselves are not specifically created for, and targeted at, high value customers.

Delivering tailored offers through business intelligence and a single customer view

A convergent billing and BSS is needed to provide the single view of customers’ accounts that operators need to properly segment, tailor and target promotions. This can be further enhanced by the use of systems that can generate actionable customer intelligence from real-time data.

Convergys business intelligence and predictive analytics combine with Convergys Smart Revenue Solutions to help operators pursue a more proactive approach to customer retention and loyalty. Care agents can use real-time decision-making tools to better serve the customer and, in cases where customers wish to terminate a contract, to take steps to persuade them to stay.

Convergys has extensive experience in helping organizations reduce churn and enhance customer loyalty.