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Lowering the cost of customer acquisition, reducing churn and helping your organisation to differentiate on customer service
IDENTIFYING THE CHALLENGES
The costs of acquiring and retaining customers are high. You also need to develop deeper relationships with their customers. And, like all mobile operators, have contact centres, an online presence and are investing significantly in their High Street presence.
You need to manage transactions through the optimum channel – combining maximum effectiveness with lowest cost. And you face increasing commercial and regulatory pressure to reduce the risk of fraud and to sell new products and services, whilst providing a higher level of customer service.
At the same time, you must also reduce customer churn rates. So you need to ensure that there is a consistent and high quality customer experience of your brand across all of your different products and services, and through all of your channels.
EXPLORING THE SOLUTIONS
BT Wholesale’s versatile solutions can help you to optimise the economics of your channels by establishing a direct, multi-channel contact strategy, which includes online, phone and High Street. In terms of fraud, we can significantly reduce your exposure to risk, bad debt and identity theft.
In the area of Customer Relationship Management (CRM), we offer technology that enables you to predict customer reaction much more accurately. Our solutions empower you to use customer data more effectively.
REAPING THE BENEFITS
We can help you to differentiate on service and insight, and to reduce the cost of serving and acquiring customers. Allowing you to focus more closely on customer retention, experience and profitability – all in tandem with lower service costs.
BT Wholesale has a range of solutions to help you enhance your customer experience and channel strategy:
> HIGH STREET SOLUTIONS 
> MULTI-MEDIA CONTACT CENTRES (MMCC)
> BT OUTSOURCED CONTACT CENTRES (OCCS)
> CUSTOMER MANAGEMENT OPTIMISATION (CMO)
> INTERACTIVE CUSTOMER MESSAGING (ICM)
> BUSINESS INTELLIGENCE CUSTOMER ANALYTICS
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