Much like their competitors, telecommunications giant, O2, battle daily to maintain the balance between customer acquisition against churn-rate to other providers. It was a conflict that O2 were beginning to feel more keenly as the costs of new customer acquisitions began to increase significantly.

Initially, Intelling were engaged to help O2 acquire new customers at a reduced cost for a trial period. Through the application of Intelling’s extensive, market-leading consumer data solutions and our low-cost Contact Centre activity, the results we delivered for O2 were dramatic.

• 30% – reduction in net cost of new O2 customer acquisitions
• 15,000 – number of new customers Intelling provide to O2 every month

O2 were so astonished by the level of results we achieved that our contract with them now includes a broad range of products and services.

Today, we initiate Welcome Calls to new O2 customers in order to reaffirm their experience and, where appropriate, to upsell and cross-sell other O2 products or tariffs. Additionally, our associates conduct comprehensive fact-finding exercises to ensure current customers’ packages are meeting their needs and, if not, to position and upsell better suited packages whilst maintaining the highest level of customer experience.