Questions? Feedback? powered by Olark live chat software Health & Wellness Marketer Increases Call Center Productivity

Solution Applied


Health & Wellness


Call Center


Health & Wellness


Call Center


A marketer offering nutraceutical products on an auto-ship program required a decisioning tool to improve conversion and profitability within its in-bound call center. Specific goals included increasing up-sell revenue and minimizing cancellations.


Alliant developed a custom model to rank inbound callers — in real-time — for product affinity and loyalty behaviors. Higher scores prompted operators with sales scripts that encouraged bonus shipments or up-sell offers to qualified consumers. Riskier consumers received incentives to pre-pay for enrollment.


The solution identified up-sell segments with 144% increase in average profit per customer above campaign average; these groups received load-up offers and cross-sells of other products.


The model successfully identified low-profit per customer segments; these groups received incentives to pre-pay for shipments.


The client developed plans to test additional qualification of top groups for future marketing efforts with direct mail flags, age appends and other descriptive data.

Insight at Work

A continuity marketer discovers the power of a predictive model


Average increase in profit per customer