At CTIA Wireless 2009 this week in Las Vegas, Convergys Corporation (NYSE: CVG), a global leader in relationship management, shared its insights on the importance of proactive customer care to reduce “early life churn” with regards to growing consumer and business adoption of mobile data usage.
Speaking on “Creating and Managing Mobile Content,” Convergys’ Perry Chaturvedi discussed how the customer service experience can be the dealmaker or deal breaker for content adoption and usage. Chaturvedi is an industry lead at Convergys, where he is responsible for assessing all aspects of the customer experience and improving operational efficiencies for North American wireless and telecommunications carriers. He spoke with attendees of a special interest pre-conference session on Mobile Marketing and Advertising.
According to Chaturvedi, early life churn, or “buyer’s remorse,” typically takes place in the first 30 to 90 days of activation. It can be brought on by a number of factors including customer dissatisfaction with the device, the network, or cost of service. Industry data now shows a steady rise in data overage, which is an indicator to service providers that customers are not aligned with their rate plans and dissatisfaction with their monthly bills is likely to increase in tandem with the overage. To avoid costly credits to uninformed customers whose dissatisfaction could easily result in early life churn, Chaturvedi recommends that service providers deploy a dynamic decisioning rules-based solution to “monitor” issues with a customer’s device, bill, and data overage. This solution, utilizing set business rules and analytics, would then execute events real-time behind the scene to ensure proactive customer care.
To view a copy of the presentation, please visit: http://convergys.com/company/news-events/events.php. Convergys blogs and podcasts on the latest industry trends and thought leadership in relationship management can be accessed via http://www.convergys.com.
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 75,000 employees in 84 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com
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