250K+
Outbound renewal calls over several years.
Case study · Outbound renewals & upsell
$5.5 million in renewals, one call at a time.
For several years, our outbound team called pay-TV subscribers across seven Middle East markets for a leading regional sports and entertainment broadcaster — more than 250K calls, over 20,000 renewals and upgrades, and $5.5 million in subscription revenue, paid per activated sale.
The model
Seven markets. One team in Oman. Paid per activated sale.Outbound renewal and upsell telesales, April 2020 to March 2023 — Saudi Arabia, UAE, Qatar, Kuwait, Bahrain, Oman and Jordan.
$5.5M+
In subscription revenue for the client — around $7,000 every operating day.
20K+
Subscriptions activated — about one call in twelve became a sale.
7
From one team in Oman; nearly nine in ten calls went to subscribers outside Oman.
The brief
Reach every subscriber before their package expires.
A subscription business lives or dies by renewal. The broadcaster had a large base of satellite pay-TV subscribers across the Gulf and the Levant, and every one of them reached a decision point at expiry — left alone, many would lapse. The task: call subscribers coming up for renewal, secure the renewal, and where it suited the customer, move them to a richer package. The programme launched in April 2020, when demand for home entertainment was rising and the broadcaster needed a sales channel that could scale quickly without adding fixed cost — so the client paid per activated sale, and nothing else.
Going live in a lockdown
The office closed. The calling never stopped.
It was also the worst possible moment to start a contact-center operation: within days of go-live, lockdown orders closed offices across Oman. The whole team moved to working from home from one day to the next — dialling, call recording, quality monitoring and daily reporting all carried on remotely, and the client saw no interruption to calling or to sales. That flexibility became a feature of the account: an operation designed to run wherever the agents are, scaling up and down with the client's calendar, at a cost that stays variable.
Every agent working from home, overnight.
No gap in calling. No gap in the client's revenue. The first full week of the programme was worked from agents' homes — and the operation kept running that way for as long as the restrictions lasted.
How we ran it
One team, seven markets, and the client's calendar.
One team, seven markets
Rather than stand up a separate operation in each country, we served the whole region from a single Arabic-speaking outbound team in Oman. Nearly nine in ten calls went to subscribers outside Oman — Saudi Arabia alone accounted for a third of the calling.
Pay per activated sale
A fee per sale, paid only once the subscription was activated in the client's own systems — no seat charges, no minimum commitments. The client's cost moved with its revenue, and our income depended on subscribers who actually renewed.
Selling up, not just selling
A renewal call is the best moment to offer a better package. The average value of a sale rose by a third from the launch year to the peak year — the team was closing more subscriptions and higher-value ones at the same time.
Working the client's calendar
Saturday carried three in ten of the week's calls but four in ten of its revenue, and rosters were weighted accordingly. When the broadcaster ran short-term packages around major sporting events, the team switched to selling them within days.
The results
Around $7,000 of subscription revenue, every operating day, year after year.
For the client
- An operation that survived a pandemic lockdown without a single lost day of calling.
- A regional sales channel at a variable cost — no fixed seats, no idle capacity.
- Seven markets covered by one accountable team, one point of management, one set of reporting.
- Higher-value subscribers, not just retained ones — average revenue per sale rose year on year through the growth phase.
For their customers
- Reached before the service lapsed — no interruption to what they were watching.
- The call in their own language, from one familiar team.
- A better package when it suited them — an offer, not a script push.
Every sale was recurring revenue the client was otherwise at risk of losing — and a single day peaked above $58,000.
Get in touch
Have subscribers to keep?
We run outbound renewal, upsell and win-back campaigns for subscription and telecom businesses across the Middle East, in Arabic and English, on outcome-based terms.