Creating loyalty with proactive outbound calling
Proactively reaching out to customers is proven to have a positive impact on long-term customer loyalty. However, making sure your outreach is at the right time could make the difference between a lost customer and a retained one.
We help organisations to efficiently and effectively, put in place proactive customer retention programs by profiling at-risk customers and leveraging our predictive dialling technology to make that timely call.
Prioritising high risk customers
There are certain triggers such as a bad customer experience or certain moments in time like renewal dates when customers are more vulnerable; identifying and responding quickly to these is critical for retention.
We help you to ingest data from multiple sources to enable you to build proactive customer retention campaigns. This could be from your CRM, service renewal database or from your survey tool. Having this holistic set of data then allows you to leverage our visual data segmentation tool to group call types and prioritise your outbound activity. We also enable you to assign the relevant agents to these call segments based on the specific competencies and soft skills required.
Reaching more customers
with predictive dialling
Your goal is to connect with as many of your at-risk customers as possible, but to do so in a smart way so as to avoid annoyance and create a client-saving experience.
Our predictive dialling solution Smartbound, enables you to drive the optimal level of productivity in a highly responsible manner. We focus on contacting people not just dialling numbers, utilising all the rich contact information you have and intelligently picking and cycling through the most likely numbers to obtain an answer.
Making every interaction count
When focusing on proactive retention, it is critical that every interaction counts; you need to connect customers with your most skilled agents and guide those agents through to successful outcomes.
Not only do we optimise which agent speaks to each customer, we equip you with our Synthesys Agent Desktop & Scripting. This guides every agent through the optimal conversation for each customer segment and type of proactive retention call. By pulling in all relevant data on the customer, each interaction can be personalised and the agent has at their fingertips all of the information and offers they need to deliver the best possible outcome.
The benefits of Noetica-powered proactive proactive customer retention
Ability to target at-risk customers
By leveraging all available data, profiling customers and segmenting and prioritising retention-focused campaigns.
More proactive interactions
By leveraging predictive dialling to maximise customer contact and the amount of time your agents are actually engaging with customers.
Increasing customer loyalty
By equipping your agents with the information they need to proactively deliver a customer experience that fosters loyalty.
You can also leverage Noetica for:
Proactive Customer Service
Redefining the customer experience with proactive service delivered via intelligent outbound engagement.
Proactive selling
By segmenting your ideal customer profiles, highly targeting your outbound activity, and ensuring timely engagement.
Logistics management
Enabling highly efficient proactive confirmation of delivery timeslots or service appointments.
Debt Management
Proactively calling customers to discuss outstanding balances and assist them in meeting payments.
Blended Inbound & Outbound
Efficiently handling both reactive inbound and proactive outbound customer engagement.
Let’s Talk
If you want to explore more about proactive customer retention, then we would love to share how our solutions can help and how we are working with other organisations to drive customer loyalty; simply reach out to the team.
