The industry term for customer attrition is ‘churn’. Customer churn has long been a vague science for telecommunications companies; many thinking that churn is an inevitable and expected result of higher competition, cheaper call rates and greater customer choice.
We believe that customer churn is not inevitable and that it is in fact often the result of a poor customer experience, mainly from the outset of the relationship.
It is for this reason that Aventra has invested in Transition and Account Management staff. We have two highly skilled and experienced individuals that manage the Transition (move/switch) to Optus for Fixed Lines/Landlines, Inbound, Internet and Data and Mobile. These two individuals, staff with many years of experience at Optus now working at Aventra, manage the Transition (move/switch) to Aventra. In doing so they ensure that each of the commitments, as outlined in the Proposal including the forecasted savings, are delivered.
Because we treat our Transition and Account Managers well, the staff retention rate at Aventra is also high. This means that you can build a long term relationship with your Account Manager resulting in a better overall customer experience and therefore loyalty and retention.
Post transition, the general Account Management of your service/s may result in managing your ad-hoc billing queries, addition of services, relocation of services or consultation involving business continuity planning - all of which the Account Managers are skilled in managing.