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Customer Retention and Recovery Program (CRRP)
The
current video, voice and data environment has resulted in greater
revenue streams for broadband providers. These new revenue streams are
a direct result of the increases in customer billing, which has
improved accounts receivable and placed a greater importance on the
collection process. Vozzcom's
Customer Retention and Recovery Program (CRRP) was developed with some
of the nation’s leading experts in the field of customer relationship
management. Unique to the program are additional steps provided in Vozzcom’s
collection process, each are key in relationship building between the
client and the customer. By providing the non-pay field collection,
non-pay disconnect and post-disconnect equipment recovery to the
standard collection program used by other broadband providers, Vozzcom
has been able to realize a 40% reduction of non-pay disconnects for its
clients. It is not unusual for a provider who utilizes the full CRRP to
achieve a save rate [(field saves + cancels) / work orders issued] of
70%. Each collection process that Vozzcom performs increases the overall success of the program.
Since
the expense of maintaining valued customers is more cost-effective than
attracting new ones, the company’s CRRP first strives to retain
relationships through several successful methods, developing positive
relationships and enhancing customer loyalty. The Customer Retention and Recovery Program also provides cost savings to your system by reducing bad debt, equipment loss and truck rolls.
Vozzcom's Customer Retention and Recovery Program (CRRP)
Standard Collection Program Used By Broadband Providers
Key Performance Indicators
In order to achieve maximum results in the retention and recovery process, Vozzcom has established a list of Key Performance Indicators (KPI)
that identifies critical success factors of each program. KPI reports
are provided on a consistent basis and are available in a variety of
formats. Vozzcom
provides a standard set of Key Performance Indicators for all of the
services the company performs. Customized KPI reports can also be added
based on a provider’s needs. Listed below is the standard KPI list that
the company uses in order to ensure that successful retention and
recovery is achieved:
· Field Collection Save Rate
· Average Balance Collected
· Disconnect Completion Rate
· Quality Assurance Performed
· Converters Recovered Relative to Disconnects
· Converters Lost (non-pay and voluntary)
· Converters Recovered
Vozzcom's
Customer Retention and Recovery Program augments the standard
collection program used by many broadband providers with the addition
of non-pay field collections, non-pay disconnects and post-disconnect
equipment recovery. This program results in a 40% to 70% save rate
[(field saves + cancels) / work orders issued] or correspondingly a 40%
to 70% reduction in non-pay disconnects. Additionally, the recovery
rate of equipment normally approaches 65%.
"Customer
Saves Using Field Collections"
"Equipment
Recovery Using Field Collections"
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