When Call Center Data crosses Wires with Profitability and Customers

I know there is one large mobile company that, because they cannot keep up with their service levels, does not allow their phone reps to ask about new services or better products or pricing.

Can you imagine, if you are a wireless customer, calling in to discuss your bill and having a rep actually look at your rate and suggest that you are paying to much? What’s the catch? Really there is no catch. With the price of voice for the mobile market going down, and with a customer having the ability to switch their phone service (“number portability”), the chances are if you do not right size a customer, they will churn or switch to another service.

Do you know how many companies need to add millions of new customers just to maintain their customer base? Take a look at the numbers of the satellite industry. It remains flat for companies like DirectTV and EchoStar and with 2-4% churn a month, it means that they need to add millions of customers a year just to keep their base. When was the last time somebody booked at your account and told you you were paying too much for a service or that there was a better package out there for you?