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Call Center Outsourcing

Win-back Campaigns

Structured calling programs that re-engage lapsed customers with relevant offers and clean data capture.

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Overview

What we deliver

We call former customers with a tested win-back script, handle objections, and reactivate accounts in your systems.

We run win-back calling programs that reach out to customers who canceled or went dormant. Agents work from a script you approve, present the offers and product updates that fit each segment, and reactivate accounts in your CRM or billing system. We segment the lapsed list by reason for leaving, tenure, and last spend so the message and offer match the person on the line. When a customer is not ready to come back, agents capture the current reason, update consent preferences, and log the next best contact date. We track reactivation rate, average revenue per recovered account, and the offers that work best. Reports point to patterns your product and marketing teams can act on. We can run win-back as a one-time push after a product update or as a steady program against a rolling lapsed list. We follow your offer matrix and never invent terms.

Fit Check

Built for teams like yours

Who it's for

  • Subscription and SaaS businesses
  • Retail and ecommerce brands
  • Membership organizations
  • Insurance and financial services
  • Telecom and utilities

Pain points we solve

  • Lapsed customer lists grow without action
  • Win-back emails get ignored
  • Reasons for leaving are not refreshed
  • Offers are not tested against segments
  • No data on which lapsed cohorts are worth pursuing
What's included

Capabilities

Everything we cover in this engagement.

  • Lapsed list segmentation
  • Win-back script execution
  • Offer presentation and matching
  • Reason-for-leaving updates
  • Reactivation processing
  • Consent and preference capture
  • A/B offer testing
  • Reporting on cohorts and offers
How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Discovery

We review the lapsed file, prior offers, and current product changes.

02

Segmentation

We group accounts by reason, tenure, and value.

03

Pilot

We test scripts and offers on a sample and pick winners.

04

Campaign run

We work the list to depth and recycle no-contacts.

05

Wrap-up

We deliver a cohort report and recommendations for the next wave.

What you get

Deliverables & outcomes

What you get

  • Segmented call list
  • Tested win-back scripts
  • Reactivated account records
  • Updated reason and consent data
  • Cohort and offer performance report
  • Next-wave recommendations

Outcomes you can expect

  • More reactivated accounts
  • Higher revenue per recovered customer
  • Refreshed lapsed-customer data
  • Clearer view of churn drivers
  • Tested offers ready for marketing reuse
Timeline

2 to 4 week ramp

Engagement

Monthly retainer, Project, Sprint

Tools we use

Salesforce, HubSpot, Klaviyo, Zuora, Five9

KPIs we track

Reactivation rate, contact rate, offer take rate, average recovered revenue, refresh coverage

Client stories

What clients say

"

We had been prototyping an AI quoting agent for nine months and could not get it past demo quality. They came in, scoped a real eval set, swapped our retrieval layer, and added guardrails for the edge cases that kept burning us. Went live in seven weeks. It now handles 41 percent of inbound quote requests without a human touching them.

Kyle A.
"

Our old site was a Frankenstein of three previous agencies. We gave them a hard launch date tied to a trade show and they actually hit it. 47 templates, full product catalog migration, no broken redirects on go-live day. Our previous vendor missed the same deadline twice. This time my phone stayed quiet on launch morning.

Marcus L.
Proof

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FAQ

Frequently asked questions

Quick answers to the questions we hear most.

How old can the lapsed list be?
We work lists from a few months to several years old, with segmentation based on age and last activity.
Do you create the offers?
No. You provide the offer matrix and limits. We match the right offer to the right segment.
How do you handle do-not-contact requests?
We honor opt-out flags before calling and update preferences in your system after each call.
Can you A/B test scripts?
Yes. We split the list and report which script and offer combinations perform best.
Is this a one-time project or ongoing?
Both. We run one-off pushes after product updates and steady programs on rolling lapsed files.

Time to work your lapsed list?

We will segment, call, and report on the customers worth winning back.

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