Retain

Good customer relationships are only valuable if they last. The best way to improve customer retention and keep customers loyal is to offer them good products, be easy to do business with, treat them with respect, resolve their issues quickly, and provide multiple related products and services to increase the “stickiness” of the relationship. But there are key moments in the customer lifecycle that pose retention risks. If something goes wrong during these moments, companies need to take action to repair the customer relationship in order to retain their valuable customers. One of these moments can be when a customer misses a payment.

Receivables Management
Some customers become a receivables issue, but this does not mean that they should simply remit and leave. There are many reasons why an account can become past due, and StarTek enables our clients to decrease days outstanding, increase cash flow, reduce recovery costs, minimize delinquencies, and decrease losses in revenue, all while retaining customers. Our representatives are professional and courteous. As a result, they improve receivables per contact, revenue collected per minute, and increase retention by providing a reassuring and respectful customer experience.

Contract Extension Campaigns
A key customer retention risk moment for subscription services is during contract renewal. However, this is not only a moment of risk, but a time of opportunity. StarTek helps our clients enhance customer retention by reaching out to valuable customers to offer them contract extensions and other special incentives. Not only are we able to help retain customers, we are also able to up-sell and cross-sell new products and services.

Save Desk
When things go wrong in the customer relationship, StarTek offers a save desk solution to retain troubled customers. Customers that want to cancel service are sent to our save desk and the first thing we do is treat the customer well and with respect. Unhappy customers often have not been treated well in the past but our representatives are both courteous to and empathetic with customers. We listen carefully to customers to determine their real point of contention and then work diligently to resolve the issues that threaten relationships. Then we go a step further. Because our representatives are extremely effective at connecting with customers, they create sales opportunities out of service cancellation calls.