Customer Retention and Revenue Growth

Keeping customers for life, building customer loyalty whilst maximising customer value

A loyal customer is worth more to your organisation than a new one. Customers today need to feel valued they demand excellent service often at a lower cost. If they don't get it, they quickly make their feelings known. Our retention and in life sales strategy ensures that you keep your customers and maximise revenue from them.

Your customers are at the centre of your business and our people and processes are focused on improving your customer experiences. Capita's wealth of experience managing customer contact means we are able to identify untapped pools of profitability, understanding the root causes of retention and referrals.

Services

Through our expertise in customer management we understand the most effective ways to retain existing customers. Our customer insight allows us to analyse and develop strategies to manage customer retention. By focusing on your customer's needs as well as bringing innovation to your service proposition.

Capita has proven success in helping clients retain and grow their customer base. Retentions and revenue growth services include:

• Inbound customer retentions
• Outbound customer retentions
• SMS outbound retentions
• Campaign management
• Outbound customer value services
• Targeted up and cross selling

At Capita your contact centre is dedicated to you and your customers, your operation will deliver a bespoke service designed specifically to meet your requirements and can be delivered from the UK or offshore locations.

How we do it

Bespoke recruitment and training - Each of our clients have tailored recruitment campaigns, agent profiles and dedicated training programmes to ensure the right people deliver the service for you.

Knowledge management systems underpin our agents' ability to know the right products for the right customers - We design bespoke knowledge systems, populated and managed by specialist knowledge teams, who are subject matter experts and an invaluable source of information to agents.

A continuing focus on customer satisfaction through sentiment research - We collect feedback every day using telephone and web-based tools. Advanced insight techniques allow us to analyse findings and make improvements to the customer experience.

Customer demographic profiling on outbound campaigns maximise opportunities for Direct Party Contacts and outbound sales - Based on historical data we calculate the best time to call a customer and run it through an Avaya Powerdialler. This data also assists with effective cross and up selling to existing customer groups.

Call routing - By segmenting customer groups our call routing system ensures the right customers get through to the right departments. Increasing first time resolution and maximising sales opportunities.

Using speech analytics to gain insight, drive process improvements and target coaching needs - Our speech analytics tool provides further customer insight to generate revenue and ensure customer satisfaction.

Client successes

Below are some of the successes we have achieved for our clients:

Inbound and outbound customer retentions and upgrades -For a leading Telecommunications provider we handle inbound customer calls from customers giving notice on their contracts. The team works on resigning the customer whilst offering the option to upgrade their handset. The multi skilled team work on outbound telephone and sms campaigns to maximise customer retentions. This team handle over 200,000 inbound and outbound calls per month with a disconnection rate of only 18.2% beating in-house rates on the majority of months.

Membership sign up and customer retention - We provide sales and retention services on behalf of a National Charity. We have a dedicated team of data analysts who extract and construct data for marketing campaigns.  Last year we delivered 250 marketing campaigns and helped support the receipt of £241 million membership fees and achieved an 86.4% membership retention rate.

Reducing customer complaints through outbound calling - We make outbound residential calls through a dialler to existing customers for a leading Utilities client. Customers are contacted to:

• Re set cancelled direct debits
• Pre warn customers their monthly direct debit amount will be changing
• Obtain meter readings which are unreadable

This dedicated retentions activity ensures customer bills are more accurate and customers have a greater understanding of their account. As a result this significantly reduces the number of inbound calls and complaints. The flexible pool of experienced staff are also utilised to trial outbound campaigns.

Click here to download our information sheet.