1 2 1 Direct Response
9350 Ashton Road
Suite 202
Philadelphia, PA, 19114

http://www.121directresponse.com


Product Name: Integrated Customer Contact Solutions

The cable company that engaged 1 2 1 Direct Response's services wanted to reduce service cancellations (churn), which tend to be high within the first 30 days of installation, whether for brand new service such as cable TV, or high-speed Internet installation (new or add-on to video). As a result of the program formulated by 1 2 1, initial customer churn (cancellation rate) was reduced by 10 percent. Furthermore, ongoing feedback from the program has led to new technician training programs, post-installation technician evaluation programs and new installation policies and procedures aimed at reacting to customer feedback provided by the program. Of those customers who accepted win-back offers made by 1 2 1 through their cable company’s local customer service, 51 percent signed and returned the agreement as a result of the total turnkey back-office support 1 2 1 offers its client. The call-backs contributed to approximately 30 percent of that win-back rate. The results are expected to climb as this specialized group of saved customers goes through the entire cycle.