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NexxLinx Helps Cable Clients Improve Customer Retention

By Amanda Ciccatelli, TMCnet Web Editor

Did you know that it costs seven times more to win a new customer than to retain a current one?

Faced with competition from new media sources such as Netflix, Hulu (News - Alert) and Internet TV, cable companies are seeing a major decline in subscribers that has lasted over the past 11 quarters. As more consumers cut the cord, cable companies have to have a dual focus on gaining new customers and retaining current ones.

Companies like NexxLinx, a business process outsourcer that offers ACD Software and other services to improve customer retention, saves clients money by focusing on making the sale and winning cord-cutters back. NexxLinx uses a recruitment strategy enabling customers to seek out, hire and train the right person for the job.

NexxLinx combines professionals, industry knowledge and advanced technology to help clients create profitable customer relationships. Its service platform is a comprehensive, cloud-based, secure contact center consisting of Interactive Voice Response (IVR), Automatic Call Distribution (ACD), preview dialer, and at-home agents.  The company performs customer retention, sales conversion, and customer, back office and technical support services for the nation's premier publishing, media, cable, telecommunications, financial services, e-commerce, and retail companies across the globe.

“We offer a variety of programs and incentives to retain customers, which has resulted in an outstanding and consistently high, industry-best save rate of over 70 percent. This boost in customer retention has a huge impact on ROI,” said Craig Mento, CEO of NexxLinx. “Any business with a recurring revenue stream should be aggressively looking at customer retention to improve profitability.”

Cable companies will continue to look at ways to provide clients “value for money”, but inbound sales and customer retention will remain a key component of the ROI model. 

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