Preventing Downgrades

Designed an interactive digital flipbook to equip Foxtel call centre teams with the skills to prevent customer downgrades and improve retention.

Key features include:

• Understanding customer behaviour, explored why customers downgrade and how to address concerns
• Customer personas - helped agents tailor their approach to different customer types
• Active listening and objection handling - interactive activities to practice overcoming objections and closing conversations effectively
• Built in activities - includes real-world scenarios, discovery questions and key claims to enhance learning
• Technology & Design - developed using Illustrator, Photoshop, Indesign, Flipbook software and Captivate for a seamless digital experience.

This engaging self paced module provided call centre agents with practical strategies and interactive tools to improve customer retention and resolution skills.