Targeted Retention

What is it?

Targeted Retention is a results optimization model and call processing system.  Through various dynamic and regression modeling techniques, the multi-dimensional application determines near real-time customer profitability, customer probability for a save as well as agent performance rankings. Targeted Retention is based upon two patents and one patent which is pending. 

Why is it needed?

Companies today can spend millions of marketing dollars on the acquisition of customers, so it becomes imperative to protect their investment and keep those customers on the books. Having an effective retention program is essential in order to capitalize on each retention opportunity and extend long term revenue.

How does our Targeted Retention provide a solution?

Assurant Solutions’ Targeted Retention call processing system takes the customer experience to a new level. Targeted Retention links the highest performing associates to the opportunity and focuses on saving those that are of the greatest economic value.  The solution takes a fresh approach to people management, properly aligning training and incentives for TSRs with the true success measure for retention --"Saved Revenue."  One of the many benefits of aligning client and TSR/Call Center goals is the ability of associates to achieve higher pay status commensurate with achieving more revenue for the client.  Another benefit of this approach is the achievement of lower turnover among TSRs as a result of the positive, self-motivating and competitive environment that is created within the call center. 

How successful has Targeted Retention been to date?

Targeted Retention's implementation with one Fortune 500 client resulted in a 66% gain in retained revenue over the previous baseline. Several other top financial institutions have benefitted from Targeted Retention as well. 

For more information, contact:

Michael Politz
Director Targeted Solutions
11222 Quail Roost Drive
Miami, Fl 33157
305-252-7075
michael.politz@assurant.com