“The
buck stops with me!” … Read more on how
one Nextel veteran combats churn.
94%
of all Nextel customers use Direct Connect®.
As
recently as the 1980s, the KGB used spy dust…
A
robotic massage recliner, a futuristic CD stereo, state-of-the
art handheld PDAs, digital cameras…
In
the past few weeks, the Churn Reduction Task Force has made
steady progress tracking churn’s whereabouts. Now it’s
time to zero in and unmask our enemy.
Our
window of opportunity for this campaign closes December
31, 2002.
As we enter the final stages of this investigation, don’t
let churn slip through the cracks. Use your skills, expertise
and experience to seek out churn and accomplish this mission!
Plus,
the closer we get to X.XX% churn,
the better our reward for a job well done. Together, we can
lower churn and reach an award payout!
Based
in Hampton, VA, the Welcome Call group is one of the first
points of contact with a new Nextel customer. Recently, the
Welcome Call program was re-engineered and is now known as
Welcome Verification Call.
With the
traditional Welcome Call program, designated reps made outbound
calls to customers within the first 21 days of activation.
The purpose of the call was to verify account information,
correct activation errors, ensure proper rate plans, perform
high-level customer training on phone use and answer any questions.
With the
new Welcome Verification Call, the objectives of the call
remain the same, however the timing of the call has changed.
Instead of receiving a call within the first month of activation,
new customers call us on their first day of activation. The
phone is hotlined so the customer must verify account information
before they can effectively use their phone. This process
is very similar to how a person “activates” a
new credit card before using it.
“One
thing that’s always worked for me: No matter what the
issue, I make sure my customer knows I’m the last person
they need to call. I may have to contact 10 to 20 people to
address the problem or find the answer but from the customer’s
perspective, they only had to make one call…. Once I
tell them this is the only call they’ll need to make,
I make sure that I follow-up and get it done. The buck stops
with me!” — Leah Gallagher, Field Care/Strategic
Care, San Diego, CA
>
94% of all Nextel customers use Direct Connect®
> The Nextel i95cl is our
first phone with a full-color screen.
> Nextel offers more than
20 different styles of musical ring tones for the i90c and
i95cl — and even more that can be downloaded.
>
As recently as the 1980s, the KGB used spy dust, a harmless
powder, to track the movement of Western diplomats and military
personnel.
> A camera-carrying pigeon (and
decorated war veteran) used during covert operations in World
War I was a precursor to early satellite technology.
> Legendary singer Josephine
Baker used her popularity and access at the highest levels to
support her double identity as a spy for France during World
War II.
A
robotic massage recliner, a futuristic CD stereo, state-of-the
art handheld PDAs, digital cameras… these are just a
few of the possibilities when you take the CIA Challenge.
Click on the “CIA Challenge” button at the top
of this page to:
> Investigate prizes
> See if you made the cut
for Instant Weekly Winner drawings
> Answer previous CIA Challenge
questions (if you didn’t answer earlier).
> Register for this campaign
(if you haven't already). Online registration is required
to be eligible for the Grand Prize drawing, Instant Weekly
Winner drawings and any potential award payout.
>Campaign Alert: The registration
deadline is December 20, 2002.
There will be no exceptions made after this time.
