AT&T Consumer Rewards Solution
Challenge
AT&T places a high priority on new client acquisition and increased customer loyalty behaviors for its television, internet and home telecommunications lines of business.
Solution
Since 1999, Group O has been providing customer care and call center support for AT&T’s customer rewards programs. Over time, Group O’s responsibilities have grown and evolved into the management of hundreds of active loyalty programs and customer acquisition campaigns. Group O provides program strategy, creative services, web development and hosting, reward card fulfillment, print management, distribution, customer care and program analytics for AT&T’s Consumer Wireline and DIRECTV Rewards.
Bottom Line Impact
In 2016 alone, Group O has managed more than 3.5 million redemption letters and over 2.5 million rewards. Each year, Group O fields more than 1 million live agent customer care calls for AT&T, with an additional 1 million customer care calls handled through self-servicing option within Group O’s IVR.
With Group O, AT&T has realized a direct savings of more than $9 million over the last three years — without any decrease in reward value provided to customers. For AT&T, it's easy to appreciate results that help it stay better connected.
