Customer Retention
Data-driven engagement that preserves relationships and recovers revenue
OVERVIEW
Recover more revenue while providing the empathetic support your customers deserve
Our customer retention employees are passionate about helping people with the delicate challenge of repayment. Respond to consumer requests quickly, fairly, and empathetically while adhering to privacy and security rules. Our CX private cloud technology has embedded compliance and security measures so customers and employees can safely and successfully work towards mutually beneficial solutions.
KEY BENEFITS
Results that get relationships back on track
Earned 80% market share and running net promoter scores for a major credit card company
Cut days outstanding on premiums by 43-66% for multiple Medicare insurance providers
Increased customer retention rates by 60% for a major credit issuer
Delivered 12-to-1 ROI for premium collections for multiple Medicare insurance providers
OFFERINGS
End-to-end cash flow optimization services
Letter demand generation for outstanding premiums & agent overpayments
Automated calls for direct notice of cancelations (DNOC) with the option to speak to an agent
Payment center to receive inbound payments
Recover past due premiums, deductibles, claim/provider overpayments, agent debit balances
Recover damages from third-parties (subrogation)
Our Consumer Advocacy Team responds to customer inquiries, escalations and requests
The Licensing and Monitoring Team supports third-party collections activities
We monitor thousands of calls with our proprietary speech analytics platform
Our agents receive ongoing coaching, feedback, and support
Our Rules & Letters Teams work with clients directly for ease-of-use for our dialer systems
The Audit Team ensures compliance by evaluating our preventative and detective controls
Quality assurance team and proprietary interaction analytics monitor compliance
SERVICES
Learn more about our Customer Retention services
Welcome & Wellness
Analytics-driven, multi-channel outreach programs to help clients boost customer satisfaction and loyalty
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Churn Analysis & Prevention
Proactively analyze customer behavior to develop measurable loyalty, retention and sales strategies
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Early Stage Collections
Improve roll rates with our proprietary technology platforms, advanced analytics and dialer capabilities
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Invoice Services
Electronic Bill Presentment and Payment (EBPP), printing and mailing of statements, notices and communications
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Commercial
Best-in-class solutions that improve day sales outstanding (DSO) and accelerate cash flow plus fosters stronger customer relationships
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