TSYS Merchant Retention Initiative

ABOUT THIS PROJECT

THE BRIEF

Each month, one portfolio (health, banking, associations, etc.) is pulled to run a predictive analysis report to see which merchants have a 10% + likelihood to leave TSYS. These leads are sent to retention to outbound call these potentially unhappy customers and provide a rate review in hopes to retain the merchant. The goal is to drive awareness of the Retention Initiative among the call center employees and educate them on how they can play a part in keeping these merchants from leaving TSYS. The ask was for a few posters that will go up in the call center as a reminder about the program as well as screen graphics that will rotate on all the TV monitors. We also created an internal fact sheet explaining what the program is, why it’s important and where they can get more information.

THE SOLUTION

We had many conversations on what types of message and visuals could motivate call center employees to keep this program top-of-mind and how we can use emotion to drive them into action to try and retain potentially unhappy merchants. We discussed different tones and messaging to take and in the end, decided on a “Save the Merchant” type message. Since these were internal only, we knew we could bend the brand slightly so we could take a more humoress approach to try and connect with these employees. We wanted the visuals to be bright and colorful to liven up the wall space throughout the office. The simple use of life-saving objects on a solid colored background really captures a person’s attention and sold the message we were trying to convey.