There are few markets as competitive as the Spanish telecom sector. To point this out; from January to May 2013, more than 2.9 million of mobile portabilities took place in a 55 million active mobile lines market, which means a portability of 5.65%.
In addition, if it has always been important to build customer loyalty and retain existing customers, the current financial situation has made customer loyalty a high priority issue for telecom companies. Especially as the decrease in mobile lines is a new reality that mobile operators have to face. In May 2013, there were 5% less mobile lines in Spain than in May 2012.
In this context, and in order to improve our retention service for one of our main customers in the telecom sector, our center in San Fernando, Madrid, has set up what we have called “Observatory of Convergence”.
We have organized the agents into groups together with their team leaders. Each team studies and deeply analyzes the commercial offer of the assigned mobile provider, making a comparison with our customer offer and develops arguments to achieve the cancellation of the portability.
These experiences are then shared among all teams which generates an atmosphere of involvement and team work that increases the service quality for our client. Furthermore, we are providing added value to our customer by transferring an updated overview of the market situation and what effect their current offers have on the final user.