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

Johannesburg

33 Princess of Wales Terrace
Parktown
Johannesburg 2193
South Africa
(+27) 872852345

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
Blog
2019: Thought’s on what’s in store

What’s Ahead for CX in 2019? David Turner recently outlined his thoughts on 2018, in particular the recent highlights for Webhelp and some of his ideas on the road ahead for customer experience in 2019. I also want to look ahead to 2019, but taking a slightly different angle to the usual ‘top trends to look out for’ as featured in many business journals. At present, most of the...

News
Top Performers Recognised At Webhelp South Africa’s Annual Star Awards

Webhelp recently hosted its fourth annual Star Awards event, held at the Bay Hotel in Cape Town. This event saw representatives from the company in South Africa and the UK come together with clients, industry partners BPeSA and CCMG as well as impact sourcing partners Harambee and Columba, to...

News
Webhelp’s market expansion strategies in the contact centre outsourcing market earn it accolades from Frost & Sullivan

Webhelp's keen focus on agile customer experience (CX) solutions has helped it grow across Europe in an intensely competitive market Based on Webhelp’s successful growth strategy across Europe, Frost & Sullivan has recognised the company with the 2018 European Market Leadership Award in...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Post Office Limited®

...

×

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