Communications and Media

Instead of a standalone social media strategy, companies must develop a customer-centric social engagement strategy that is aligned with overall corporate and marketing objectives.

When a web-based video calling company was ready to enter the U.S. market, TeleTech was selected to drive their new sales initiative. The program implemented a research-based lead generation strategy and secured 133 percent more new customers per month.

When an industry-leading provider of wireless voice and data services was ready to augment its sales force, Revana delivered $1.5B in sales revenue through the management of 250,000 SMB accounts.

A large U.S. wireless company wanted to increase the rate of fi rst call resolution (FCR) while simultaneously reducing average handle time (AHT) across all customer care operations. TeleTech's Process Improvement (PI) team elected to use this challenge as a Six Sigma white belt opportunity to devise a solution.

One of the largest wireless communications providers wanted to retain their most valued customers before they were lured away by the competition. After TeleTech implemented a customer retention program, customers were 56 percent more likely to upgrade service plans.

A top U.S. cable operator was disappointed in the vendor that managed their inbound sales calls and click-to-chat sales conversations. Revana generated $15+ million in revenue within the first year and increased their  Net Promoter Score by 20 percent.

A mobile broadband services company wanted to create a voice and chat sales team without investing in internal infrastructure and straining resources. TeleTech converted 25 percent of all conversations into sales, secured higher monthly subscriber fees and decreased the cost per order by $5.  

After instating a new training test for customer service associates, a wireless communication services company experienced higher failure and attrition rates. TeleTech's Learning Innovation solution increased test passing rates by 162 percent and prepared 42 additional associates for service operations. 

At a major wireless communications company, complex billing issues were difficult for customer service to resolve in a timely manner. TeleTech's Simulated Learning solution helped associates achieve performance scores that were 263 percent higher than those who didn't use the learning solution.

A major cable provider needed to consolidate online sales and services to create a seamless customer experience and maximize revenue. Using a TeleTech online chat solution, the company generated more than $5 million in additional revenue.

Revana's secret to generating revenue is its technology-enabled sales engine, a powerful revenue generation system that converts customer data into an insight-based sales operation.

Six communications and media companies created exceptional customer experiences and gained measurable results with help from TeleTech.

The dynamic nature of today's telecom customers requires an equally dynamic use of analytics to understand customers and make decisions. Learn how to get better insight faster.

This infographic reveals customers’ expectations and frustrations with the telecommunications
customer experience.