Post on 12-Feb-2017
transcript
Joseph Cendejas- Sales and Marketing Ops
Pay TV seasonal disconnect rates
“Summer of Churn”
Agents struggle to save customersNeed motivation to keep up excellent customer service
Incentive programs provide motivation for agents
Currently, ACE agents have a Total Rewards program that has been successful in motivating agents
California Lutheran University
Business Management
Undergraduate Sales and Marketing Operations Intern
“There needs to be more things that CRG
can do to earn points.”
“It was really easy to get points setting up people on things that
most of my callers already want!”
“I love buying gift cards for my vacations!”
Agent Feedback: Very Positive!
Ogden – Pilot (overall)
Orem – Control (overall) Delta
Save Rate 72.9% 72.7% .2%
Loyalty 87.2% 86.6% .6%
Thank you!
Total Rewards Program Pilot
Call CentersOgden and Orem, Utah
DatesJune 15th – July 12thGoal: Improve save rate through agent incentive
TestingBundles, Protection Plan, E-Bill, and Auto-Bill PayProven metrics for long-term customer retention
Our pilot was successful, it increased save rate by .2% in the pilot group vs. the control group
An incremental .2% save rate means that DIRECTV can save an additional 1,500 customers/month, if this program was available enterprise wide DIRECTV can save an incremental 18,500 – 20,000 subscribers/year Save an additional $50 million in saved customer value