The First 90 Days

DURING THE FIRST 9O DAYS... FIRST IMPRESSIONS ARE EVERYTHING: THE FIRST 90 DAYS Companies receive the GREATEST VOLUME of contact center inquiries, usually New customers need to be reassured RELATED TO BILLING they made a good choice When new customers are engaged in a manner that is informative and relevant, the likelihood of gaining trust and increasing levels of brand engagement and loyalty is HIGH 150,000 MONTHLY YMid-sized CALLSLPROVIDERS 750,000 MONTHLY YLarge Did you know. 26 SUPPORT is the average NPS for mobile providers CALLSIPROVIDERS The first 90 days of a new mobile subscriber VALUE OPPORTUNITIES TO ENHANCE MOBILE PROVIDERS "FIRST 90 DAYS" INITIATIVES: coming aboard is when successful customer THE MOBILE INDUSTRY IS CHARACTERIZED BY... relationship strategies start, yet are also commonly the most costly from a care perspective. High chum Complex billing High customer care costs INCREASED NPS CARE COST CONTAINMENT 9 CUSTOMER ARPU LOYALTY CHURN 10 - 20% $5- $8 8+ mins annual per new subscriber average GROWTH REDUCTIONAG support call handle time churn DIFFERENTIATION INCREASED SundaySky rates support issue CARE COST CONTAINMENT NPS CUSTOMER LOYALTY ARPU H GROWTH CHURN REDUCTION DIFFERENTIATION