Responsible for the implementation of Churn Management Programs and initiatives. Pursue specialized techniques and run campaigns on two segments, i.e. Win back & Retention · Follow measures for the improvement of customer retention and reduction of customer inactive periods through customer loyalty programs
Win Back Activities
• Identify and approach Churned Customers by Calling & Physical Activities by In house/Filed teams
• Motivation to the customers by offering different Packages/Schemes to rejoin them in company.
• Identify reasons for which customer have been churned.
• Provide support to issue bills to all such customers & keep track record for the timely delivery at door step of the customers.
• Follow up with each customer till payment realization.
• Identify billing issues with Revenue & CMC teams
• Liaison with Ops Teams to resolve QOS Issues.
• Assist for the restoration of Win Back Customer on daily basis in liaison with all stake holders.
• Coordinate with Ops & CC Teams for proper services to the customers as per commitment during calling/physical approach.
Retention of Customers
• Approach Overdue/TOS Customers by Calling & Physical Activities by In house/Filed teams
• Collect information pertaining to customers issues in coordination with Revenue/Ops Teams.
• Issuing of bills by Offering announced Packages.
• Tracking of all bills to ensure timely delivery of revised bills.
• Follow up with each customer for payments & realization for further restorations.
• Coordinate with Ops & Revenue Teams for speedy & fault free services to the customer.
• Contributing in revenue & collection by retention of TOS/Overdue customers.
Monitoring of Zero Usage Customers
• Identify Zero Usage Customers as per their billing & Payment Records
• Coordinate with Ops Teams for rectification of such lines/numbers on daily basis.
• Monitor Calling activities to all such numbers/customers for payment follow up
Reporting & Coordination of all Regions
• Collect data for Daily Reporting to all Regional Teams for Progress of Sales/Win Back Numbers.
• Prepare data regarding the updated Net Sales Status.
Customer Analysis, Customer Service Management, Customer Service Systems, Customer Service Operations, Customer Care