Project Description

Home Loan Retention
One of our clients needed help retaining customers in the process of discharging their home loans. 5 Degrees developed a program for them that focussed on developing the soft skills of the team when taking customers through a retention process.

We enabled the team to focus on the fantastic service they provide as a key differentiator, rather than products and price alone. This was very effective in achieving the client’s goals.

Within 3 months the client retained 75% of the entire previous year’s win-back volume. A growth of 300% in customer win-backs as an outcome of the Five Degrees development program.

As a result of this program and the ongoing work that has been done within Customer Solutions, the ceiling has been lifted on what the team thought was possible and an approximate 300% growth in revenue for business win-backs has been maintained.