Joseph Cendejas- Sales and Marketing Ops

Pay TV seasonal disconnect rates

“Summer of Churn”

Agents struggle to save customersNeed motivation to keep up excellent customer service

Incentive programs provide motivation for agents

Currently, ACE agents have a Total Rewards program that has been successful in motivating agents

California Lutheran University

Business Management

Undergraduate Sales and Marketing Operations Intern

“There needs to be more things that CRG

can do to earn points.”

“It was really easy to get points setting up people on things that

most of my callers already want!”

“I love buying gift cards for my vacations!”

Agent Feedback: Very Positive!

Ogden – Pilot (overall)

Orem – Control (overall) Delta

Save Rate 72.9% 72.7% .2%

Loyalty 87.2% 86.6% .6%

Thank you!

Total Rewards Program Pilot

Call CentersOgden and Orem, Utah

DatesJune 15th – July 12thGoal: Improve save rate through agent incentive

TestingBundles, Protection Plan, E-Bill, and Auto-Bill PayProven metrics for long-term customer retention

Our pilot was successful, it increased save rate by .2% in the pilot group vs. the control group

An incremental .2% save rate means that DIRECTV can save an additional 1,500 customers/month, if this program was available enterprise wide DIRECTV can save an incremental 18,500 – 20,000 subscribers/year Save an additional $50 million in saved customer value