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
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.
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
- 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
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
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.
Below are some of the successes we have achieved for our
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
Reducing customer complaints through outbound calling
- We make outbound residential calls through a dialler to
existing customers for a leading Utilities client. Customers are
- Re set cancelled direct debits
- Pre warn customers their monthly direct debit amount will be
- 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.