IT Employment

Telenet Transforms Its Customer Care Call Center Into a Sales Outlet

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Executive Summary

Telenet is the largest provider of broadband cable services in Belgium. In addition to answering customers' questions correctly, the company wanted to allow its call center operatives to make relevant and interesting offers. They chose an IBM SPSS solution because of its inherent modeling capabilities, its intuitive interface, and the ease of integration with the existing environment. Working with IBM SPSS consultants, Telenet created seven models for cross-selling and up-selling. Telenet's Customer Care Call Center is now a key part of the company, as sales following a customer call doubled within six months.

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