Telefonica (O2) Case Study

“Bringing In 15,000 New Customers A Month”


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.

Actions & Results

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

Going Forwards

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.


Solutions Used
Outbound Sales
Inbound Sales
Customer Retention

Original Contract Length
2 Years

Date Partnered
12th September 2016

Current Status

Years With Intelling
5 (YTD)

Locations Used

Partner Feedback

Intelling are a fantastic company to work with, I look forward to my trips to their site in Manchester. They are open and honest, hardworking and ultimately represent O2 to a very high standard. They work as a team to deliver the results and it’s refreshing to see their Senior Management in the operation supporting their advisors. Intelling are great at innovation and constantly bring new ideas to the table to support O2. Their onshore/offshore capability has become a real game changer across our telesales channel with results above our expectations.Head of Telesales Telefonica