Lead Acquisition Experience

Purpose of the Job

• Own and Deliver lifecycle & KPIs for 0-6 month Mobility customer & 0-8 Months Broadband customer
• Implement & Drive Initiatives across the circles to ensure quality acquisition & faster activation for all segments of customers.
• Ensure Customer Continuity in all LoBs & reduce customer churn

Deliverables:

• Timely Activations & Installation
• Track & drive timely install & monitor/publish trends
• Minimize cancellations & monitor / publish trends
• Analyze the reasons of delay & cancellation & connect with teams to mitigate the issues
• Action to reduce O2A time
• D2I Lead conversion - ensuring timely installs, minimal cancellation, timely refunds
• Responsible for Quality of Acquisitions
• Monitor rotation & sales reversal for all products & drive m-o-m reduction
• Publish weekly trends proactively - twice a week - channel wise & resource wise to sensitise the front end
• Innovate & take proactive measures to reduce rotation & thus contribute to churn reduction
• Connect with front end teams & Educate on processes to front end
• Own 0-6 months base & reduce Acquisition churn
• Monitor decay trends - channel wise / resource wise - M4/M6/M8 & drive m-o-m reduction
• Analyse the source & cause of decay & take up with respective stakeholders for correction
• Take proactive measures to ring fence the base to reduce acquisition churn
• Analyze the churn reasons and work out on interventions reqd for churn reduction
• Interaction Reduction
• Proactively track faults coming in from new acquisitions and analyse
• Connect with network/hdo to get the corrections done & improve the fault rates (FONI )
• Analyse Non network interactions and work on reducing the same by 20%
• Collections & Bad Debt
• Reduce bad debt & Non Starter & improve First & Second Bill Payment
• Process Ownership & Best Practice
• Innovate & suggest journey / process enhancements
• Replicate good practices from other circles
• Field & Front end support
• Create dedicated channel to support the teams on ground
• Record, monitor & analyze the queries coming in & identify TNI & journey/process corrections
• Conduct sessions for the teams / run a program to educate for them to become self sufficient
• Create FAQs to refer for self help