A national paging company wanted to initiate a welcome call campaign for all customers before their first billing cycle.
The main objectives of the contact program were to 1) welcome the new customer to the service and provide customer service information and 2) verify billing information.
The program began by receiving contact data from the paging company by district via the internet. Customer contact information was from the data provided by the customer during the service activation. ATI made three phone attempts to contact the customer at different times of the day and week. All calls were made in the name of our client. Once the customer was reached, ATI reps verified all billing information, including spelling of names, provided customer service contact information, and answered basic service questions. Customers that wanted service order changes or had other detailed issues were given the specific customer service number for their region to call. Customer notes were recorded for all billing information changes and service questions so that our client’s customer service reps could follow up with those specific customers or correct billing information prior to the first billing cycle.
At the completion of each customer call batch, a detailed report was generated summarizing the campaign results. All customers with wrong or disconnected numbers were noted.
The welcome call program was very successful for several reasons: 1) customers were provided answers to service questions thus reducing inbound calls to our client, 2) billing information was typically corrected on 10% to 18% of the accounts which help reduce billing errors, and 3) accounts with wrong or disconnected phone numbers were noted allowing the client to investigate if the account was fraudulent.