NexxLinx was the first in the Industry to offer a dedicated outsourced Retention team. Retention was a business model that we put into practice for a smaller client. When we began to see the value and success of such a program, we presented it to one of the largest Media|Entertainment|Cable providers in the country.

Our Client Services team determined that implementing a Retention program would save this client an immediate 45% over handling this activity in-house. The team was then able to show NexxLinx would out-perform an internal retention team, bringing the added savings of not having to staff or provide technological infrastructure for an internal customer retention program. This client agreed to allow NexxLinx to save them money - and customers - and a partnership was born.

The program began small, in just a few areas. However as save rates, abandon rates, service levels and other internal metrics were met and then exceeded, we added regions and divisions. Today, NexxLinx handles Customer Retention for much of the United States.

Challenge This client was leaving money on the table by not staffing a Save Desk or adding a Retention program as part of the service provided to customers. We were tasked to develop and define an effective program, hire and train the agents, and offer an exciting, charged atmosphere for Agents to work in, one where Agents were motivated to make the sale, win back the customer, and create loyalty.

Solution To achieve unparalleled results and price performance, a company must focus and master a particular segment. By focusing on an effective and profitable Retention program, we have created a niche in which we can compete with larger organizations that don't provide boutique solutions. Using a client specific training model, NexxLinx ensures excellent salesmanship skills among our Agents. This brings a strong competitive awareness, team quality and a superior result.

Results Our success is based on our ability to provide a focused Retention/Sales model process delivered at a unique price point that will yield an immediate impact to Retention clients. This impact is based upon our ability smoothly transition a customer dissatisfaction call, solve a billing, technical, or customer service issue, create a sale, and win the customer back.

Before NexxLinx

After NexxLinx