Overview
ATM Group has established itself as the partner of choice for a leading telco provider, managing seven critical lines of inbound and outbound business operations. Our ability to efficiently handle complex workstreams has cemented our role as an essential partner, significantly contributing to sales growth, customer retention, and overall operational excellence.
Business Operations
ATM is responsible for managing the following seven lines of inbound and outbound business:
- New Acquisition Sales – Driving new customer acquisition efforts.
- In-Life Upsell/Value Add – Enhancing value for existing customers.
- Retentions Inbound – Managing inbound calls to retain existing customers.
- Retentions Outbound – Proactively reaching out to customers for retention.
- Win-back – Re-engaging former customers to bring them back.
- Centre of Excellence – A specialised team testing new products and campaigns.
- RAF (Refer a Friend) – Managing referral campaigns to grow the customer base.
Centre of Excellence: Driving Innovation and Results
Thanks to our exceptional performance, ATM Group was awarded the Centre of Excellence activity. This initiative involves a dedicated team of over 100 highly-skilled advisors who test new products, campaigns, and services before they are rolled out to the broader business-as-usual (BAU) operation. This programme allows us to fine-tune the telco provider’s offerings and confidently implement new strategies.
Achievements in Sales Performance
Through continuous optimisation of the sales process, we have achieved record-breaking results across all key performance indicators (KPIs):
- 62% Sales Conversion – Demonstrating our success in converting leads into customers.
- 33% Value Add Rate – Reflecting our ability to upsell and cross-sell additional services to existing customers.
- 22% TV Attach – Highlighting our success in bundling additional services with core telco offerings.
Strategic Improvements in Customer Retentions
In the area of customer retention, we have recommended and implemented several strategic improvements. These changes have reduced customer effort, enhanced the customer experience, and significantly improved retention metrics:
- 51% Reduction in Pre-Live Cancellations – By addressing potential cancellations before services go live, we have improved customer retention.
- 28% Increase in Save Rate – Our strategies have resulted in more customers choosing to stay after initiating the cancellation process.
- 20% Reduction in Pre-Live Call Queries – Streamlined communication has reduced the volume of customer enquiries before services are activated, enhancing the overall experience.
Conclusion
Our commitment to the core values of being brave, collaborative, and humble has been key to our success in the telco sector. Our ability to manage new workstreams and deliver outstanding results across all business areas demonstrates our capacity for operational excellence. Through innovation in the Centre of Excellence and optimisation of the customer journey, we continue to drive growth and success for our telco partner.
