Turning Challenges into Wins: How We Helped a Telecom Client Boost Fiber Internet Adoption

Switching from older technologies like DSL to new fiber options may seem like a no-brainer, but many customers are not so easily convinced. Our client, a leading telecommunications provider, faced this challenge as they sought to accelerate the adoption of their fiber internet services among existing customers. Concerns about service disruptions and the hassle of switching, combined with fierce market competition, presented a unique opportunity to demonstrate the benefits of upgrading. By leveraging our expertise in contact center operations and outbound sales, we helped our client overcome these obstacles and achieve significant sales growth.

Our Approach: Strategic and Customer-Centric

As a strategic partner, we recognized that a one-size-fits-all approach wouldn’t cut it, so we developed a customized outbound sales strategy tailored to the distinct needs of various customer segments. Our approach encompassed the following key elements:

• Crafting Targeted Campaigns: We designed targeted outbound campaigns specific to diverse customer groups—ranging from video-only users to those still relying on outdated DSL connections. Each campaign was optimized for maximum engagement and conversion.
• Addressing Customer Concerns: By collaborating closely with our client, we gained insights into customer concerns and preferences. We then worked together to build offers and customer incentives tailored to address their needs.
• Leveraging Advanced Contact Center Technology: Utilizing our cutting-edge contact center solutions, including machine learning, customer-agent matching, and data appends, we were able to identify and reach out to customers likely to be interested in fiber or higher-speed internet. Our technology also enabled us to connect with previously elusive customers through sophisticated voice analytics and automated dialing.
• Optimizing Workforce Management: We employed strategic workforce management techniques to enhance contact rates for outbound dialing, ensuring efficient and effective engagement with our target audience.

The Results: A Win-Win for Everyone

Our tailored approach and advanced technology drove significant improvements in outreach effectiveness and customer engagement. We consistently surpassed sales targets, achieving an average of 1,200 sales per month—20% above the set goals. Additionally, our Sales Per Hour (SPH) metric saw a significant improvement, with a 24% increase compared to previous metrics. What started as a pilot program with only four contact center agents has grown to 50 full-time employees (FTE) and counting!

For more details on how we turned this challenge into a big win for our telecommunications client, and how we can do the same for you, check out our use case.

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About Avantive Solutions

Avantive Solutions is a global contact center and business process outsourcing (BPO) leader specializing in innovative customer experience (CX), strategic sales, and digital marketing solutions.

As a partner of choice for some of the world’s most recognized brands in healthcare & life sciences, telecommunications & media, ecommerce, and petcare & animal health, we reimagine the customer experience and maximize results through enterprise-level technologies. Not only do we offer seamless omnichannel platforms, but we also provide advanced technologies and solutions such as Voice Analytics, Business Intelligence and Data Visualization, AI, and Machine Learning.

Our people-centric teams across the globe are spirited and engaged. We embrace diverse thinking while celebrating employee achievements and giving back to the communities where we live and work.

www.AvantiveSolutions.com