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Consumer Alternate Channel Update

Consumer Alternate Channel Update. Friday, May 18, 2007. Reporting. Reporting Enhancements Requires entry of channel code to place order Reduces errors and incorrect reporting numbers Enables more accurate reporting to a specific channel level Next steps towards improvement IS# 20977

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Consumer Alternate Channel Update

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  1. Consumer Alternate Channel Update Friday, May 18, 2007

  2. Reporting • Reporting Enhancements • Requires entry of channel code to place order • Reduces errors and incorrect reporting numbers • Enables more accurate reporting to a specific channel level • Next steps towards improvement IS# 20977 • Lead collection data and reporting • Create an online web interface for agent order entry

  3. Outbound Telemarketing • Collaboration • Daily Channel Manager call with vendor to review previous nights sales activities • Share strategies, scripts, sales tactics and best practices • Key Learning's • We need to better managing customer records and information to increase sales potential on future offerings. • Risk and Opportunities • CPNI Opt Out to increase our ability to target customers with specific offers

  4. Telemarketing Total Q1 Sales = 16,912 SPH = .55 Conversion = 4.69% Cost Per Sale = $43.58

  5. Retail • Collaboration • Cashier & Cash Processing guidelines review and updated • All Retail employees trained and working on Retail Office System • Key Learning's • Central Regions “Did You Know” approach to retail customers was shared with all retail employees. • Opportunities • Evolving current locations to become more retail focused. Taking advantage of their current high conversion rate of Access Lines and HSI

  6. Door to Door • Collaboration • Contracts, training materials, provision process, and billing • Key Learning's • New non traditional approach was initially meet with employee and community resistance • Relying on sales force to review customer information to make offer yielded a number of side grade sales • Vendor compensation is paid on completed orders in billing • Risk and Opportunities • This channel burns through customer and resources quickly, with a high initial yield in higher populated markets

  7. Take The Lead • Collaboration • Reviewing process and data to improve the program • Meetings with work groups to discuss challenges and issues • Reviewing data to increase opportunities and close percentages • Creating materials and information to educate and assist with offers • Key Learning's • Communication and follow up are essential for program success • Leads processed in 2 or less days have a higher close ratio • Risk and Opportunities • Enhance the Take the Lead system to supply detail as to the status of a lead • Reduce bad leads to free up resources to give all leads a 24 hour turn around time

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