An Outsourced Solution Helps a Client Manage Growth and Improve Customer Retention

Along with the initial service role, we now have separate teams specializing in member onboarding, retention, and sales. The sales team has exceeded its monthly targets, even as they have been repeatedly raised.  If there is a ceiling, we have not yet reached it. The retention team is attuned to the word “cancel,” springing into action to save memberships. And the welcome team calls new members, listens to why they signed up, and looks for potential upgrade opportunities.

Since the program’s inception, the team has tripled in size while taking on several additional responsibilities and consistently achieving KPI goals in quality, CSAT, and retention. Meanwhile, the relationship with this client’s sister company – which began as a temporary assignment – has become permanent and it, too, has grown to include a white glove resolution service for fraud victims. In those cases, an agent will help the customer contact all relevant financial institutions and government agencies, providing templated letters and staying on the line for as long as necessary. In many instances, that can mean 90 minutes to two hours. 

The ramp-up for this project was based on a sense of urgency – the company was facing an immediate problem that was threatening to escalate into a crisis. The internal support team was struggling to keep pace with new accounts, and the business was also bleeding its existing market share. We triaged the problem, lending stability and addressing systemic issues.

The relationship benefits from the closed feedback loop that is part of every program and encourages regular dialogue between the client and us. In this case, contact is several times a day informally along with the usual formal business reviews. The conversations have led to various process improvements, such as an expedited verification process that is much faster and leads to a better user experience.