Infoline and customer retention for an insurance company

• Retention of customers who had purchased an insurance policy for their mobile phone. The purpose of the campaign was to retain those clients who decided to cancel their policy.

• Handling incoming calls and making outgoing calls to customers who wish to cancel their policy.
• Providing client support via the infoline.

• Implementation of the project in accordance with the client’s expectations.
• Training and coaching conducted jointly with the client.
• The provision of access to an FTP server for the client – to store information, recordings and reports related to the campaign.
• Organising competitions and integration events for the consultants in order to increase their commitment and effectiveness.
• Multistage campaign implementation.

• Client satisfaction with the results achieved.
• Consultants’ satisfaction from working on the project.
• Customer retention increased from 20% in the first month of the campaign to 37% within 3 months.
• The achieved result exceeded the planned objectives.