Nationwide mobile phone services providerSEE MORE CASE STUDIES >
Increased sales lead generation productivity by 68% YoY
Client needs
  • A leading mobile phone services provider offering pay as you go mobile and bill pay contract airtime plans on existing networks of other mobile and broadband providers required a service provider to support their in-house customer services department without incurring the costs of directly hiring additional agents themselves
  • Enhance and augment their in-house customer services resources to help control churn
  • They also needed access to additional technical support specialists who were experienced in offering technical assistance to customers in the digital networking market
  • Expand the customer base by consistently providing a differentiated customer experience and service delivery
Solution
  • Provided 3 full time experienced customer service agents located at Zevas’ contact centre working specifically on Sales Lead Generation campaigns with another 2 full time agents working on Customer Retention and Win-Back programmes
  • Further customer service agents as required offering increased scalability and flexibility, especially during seasonal ramps and increased influx of customer contacts
Results
  • Reduced customer churn by 8% YoY
  • Enhance and augment their in-house customer services resources to help control churn
  • Increased sales lead generation productivity by 68% YoY
  • Increased market share nationally by 2% YoY


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