Success Story:
African Telecommunications Company.
This partner is one of South Africa’s leading mobile communications companies, providing voice, messaging, data and converged services to over 55 million customers.
Ignition was able to drastically reduce this mobile communication company’s customer churn.
Success Stories
The approach and solution.
The client had a high churn rate. Once customers reached the end of their mobile contract, they historically moved to other products. They had one existing business partner assigned to their customer cancellations campaign. They had no benchmark to compare results.
The Solutions Implemented
1.
Data
science
science
Ignition developed scientific engagement techniques utilising multiple source data supplied by our data science team
2.
Building
trust
trust
By deploying these techniques, we were able to build trust with our partners’ customers through our contact centre.
3.
Understanding the customer
This trust led to a greater understanding of customer pain points, allowing us to propose a bespoke solution to each customer.
4.
Risk-free
model
model
We provided a risk-free model to the mobile company, meaning that we only got paid for every successful call.
“This ongoing campaign has been an unprecedented success, showing impressive growth year-on-year. Ignition’s data-driven approach is really cutting-edge, and the results speak for themselves.”
Executive Head
The Results.
The client’s key objectives were met, with significant reductions in churn. As a result, the FTE on this campaign scaled from 15 to 150 over an 18-month period.
1.
63% of calls resulted in customers staying or extending contracts
2.
Over 60% increase in volume of business
View all
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