Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Knowledge and understanding is key to successful customer retention. Digital channels combined with insight from analytics have empowered Webhelp to predict customer behaviours with ever-increasing accuracy, based on an understanding of all of the information that can be collated about them. Both the static information in customer accounts and the dynamic insights garnered from interactions are used to form a strong understanding of what each customer wants and needs, and accurately identify the reasons for account cancellation.

Once this information has been collected, we use it to determine Next Best Action retention strategies on the basis of each profile. When customers get in touch to cancel their contracts, our people can present them with tailored offers. This ability eliminates the need for aggressive tactics and even promotes an increase in financial gain. For one telecom client, we not only retained more customers – we also dramatically increased customer spend, generating £60 million in revenue over 12 months.

A fundamental element of customer retention at Webhelp is the ability to predict customer dissatisfaction before they even make contact. Using data analysis, it is possible to identify signals or triggers that could indicate a potential defection. From there, we can determine the Next Best Action; whether that is getting in touch proactively to make an offer that better fits the customer’s circumstances or lining up the perfect response for when they next get in contact.


Contact the Webhelp

Retentions Team

Contact us
Contact

Falkirk

1 Central Park Avenue
Central Business Park
Larbert
Falkirk
FK5 4RX
United Kingdom
+44 (0)1324 575 000

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
How Gen Z will affect the Generation Game

As the Millennials move steadily into their 20s and 30s, their successor Generation Z is emerging as a global consumer force to be reckoned with. In preparation for our forthcoming Generations series Polly Ashdown, Marketing and Communications Director, examines what makes Gen Z so distinctive and how brands can capitalise on the opportunities they provide. Born into the age of the Internet,...

News
Oor Wullie’s Big Bucket Trail | Charity Week

Webhelp is delighted to sponsor Oor Wullie’s Big Bucket Trail 2019, Scotland’s first-ever national public art trail, raising vital funds for children in hospital across Scotland. Each week of the event takes on a different theme, as it is Charity Week, it’s a perfect time to look back at...

News
Groupe Bruxelles Lambert enters into exclusive negotiations for the acquisition of the Webhelp group

GBL announces today it has entered into exclusive negotiations to acquire a majority stake in the Webhelp group, together with its co-founding shareholders, Olivier Duha and Frédéric Jousset, who would retain their role as founding executive directors, and its management team. Founded in 2000,...

Whitepaper
The Hybrid Model

As an international healthcare services organization, Direct Medica develops and implements innovative solutions to reshape the relationships between healthcare professionals, patients, industry players, hospitals and payers. For the past two years, the company has been developing a very...

Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook