Case Study

Reducing Churn, Generating Revenue for a Major North American Telecom Company

Industries
Telecom
Solutions
Customer Engagement
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In 2008, a North American telecom leader needed a new strategy designed to achieve three key objectives: bolster customer retention, drive cost containment, and generate revenue. The company outsourced this business to HGS exclusively, as the only call center to handle this call type outside of the client’s own in-house call center. HGS brought people, technology, and innovation on day one for launch of a retention strategy that resulted in quick wins for the client. The client soon trusted HGS for expansion of CX support to four brick-and-mortar call centers as well as robust work-at-home support.

HGS’s value has been significant—driving revenue as a result of saved customers, as well as low deactivation and churn numbers. In fact, HGS performance exceeds that of the internal sites in terms of the number of deactivations and the churn percentages we achieve. Today, HGS provides an end-to-end, differentiated customer experience to save more than 80% of customer cancellations. As a result, this media giant is supported by both revenue generation and savings to thrive in a hypercompetitive marketplace.

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