CUSTOMER STORY
Ultra Mobile transforms their care operation to be revenue positive
Ultra Mobile maintained their customer satisfaction leadership, enhanced agent efficiency, and drove revenue by transforming their customer engagement strategy.
EXECUTIVE SUMMARY
Ultra Mobile, a consumer wireless company, was experiencing rapid customer growth and the massive increase in inbound customer contact volume that comes with it. Started in 2016, the company was challenging legacy “big wireless” incumbents by offering premium services with no fees, transparent contracts, and most importantly — industry leading customer support and satisfaction.
The startup set out to scale their engagement operations without sacrificing customer experience, and also wanted to add new retention teams that could capitalize on the high volume of sales and renewal signals from inbound inquiries. Since making changes, Ultra Mobile saw:
- Ultra Mobile’s care program achieves 63% chatbot containment
- New care strategy tops $2M support cost savings
- Reaches $4M incremental revenue
This has been the most successful year of my career in 20 years of working in call centers. We turned our care organization revenue positive. Something everyone tries, and we dreamed of - we actually pulled it off.
– Jon Lamont, Director of Care Revenue
