Company: TalkTalk Group
Entry submitted by: Stephen Fell (Fellsteruk) Senior Online Engagement & Content Manager
Community: TalkTalk Community (http://community.talktalk.co.uk)
Lithy categ...
IngridG was actually a measure over just the first 6 months after enabling the community. Your right in that £107k is low however this was only for 6 month period and also the first 6 months of the community, we didn't actually start to market it for a few months after go live so its actually more like 3/4 months we saw this saving.
In terms of tracking and calculation, we are able to identify our customers who use the community and as such track any calling activity, we took a base line for the segment then tracked improvement which times by average cost/call gave the saving.