Transfer Deadline Day
Port-outs as transfer news: who is leaving for which rival, why, and who came back.
The job
Tracks customers taking their numbers to rivals like a football transfer window. Works each request inside its save window with a counter-offer chosen against that rival's strengths, and proves in dollars which counter-offers win customers back.
The moment
Customers taking their phone numbers to rival networks are shown like football transfer news. Last month, the operator lost a net 1,240 customers to one rival, worth an estimated $3.1 million in lifetime revenue.
In customers' own words, the main reason was the price of family plans.
The customer value management lead opens that rival's profile, and the save team switches to a family-bundle counter-offer.
The next month, 180 customers have come back and $460,000 is retained. The lead reads it out at the executive committee like a football pundit, and uses it to defend the retention budget.
What it does
- Route a port-intent customer to the save desk
- Log a counter-offer and outcome
- Set the counter-pick for a rival's reason
- Start a CVM win-back campaign
- Refresh port results from the MNP completion file
What you see
Transfer-news ticker with a net balance per rival, a squad sheet per rival for counter-picking, a save-window queue and 'returned from loan' win-backs
What it moves
The net balance of customers gained or lost to each rival, in dollars of lifetime revenue, and the verified save rate for each counter-offer.
Built for
- Frontline staff
- CX leaders & VoC
- Marketing, brand & comms
- Finance
