Case Study: Customer Acquisition and Installation Booking for a UK Broadband Provider

In May 2025, BCC Telemarketing began supporting a growing UK broadband provider that was expanding its fibre network into several new towns and residential developments. The company had invested heavily in upgrading local infrastructure and wanted to ensure that households in newly connected areas were aware of the faster internet services now available to them.

While digital advertising and local marketing campaigns had generated some awareness, the provider wanted a more proactive way to introduce the new fibre service to residents and convert interest into confirmed installations.

The objective was to run a structured customer acquisition campaign, identifying households within the newly serviced areas and offering them the opportunity to switch to the provider’s fibre broadband packages.

Launching the Fibre Availability Campaign

BCC began the campaign in June 2025, contacting households within the newly connected network areas to inform residents that fibre broadband had recently become available at their address.

Agents explained the benefits of the upgraded service, including improved internet speeds, more reliable connectivity and the ability to support multiple devices within the home. Many households were interested in upgrading from older copper-based services, particularly those working from home or relying on stable internet connections for streaming and online services.

During the conversation, agents answered questions about packages, contract terms and installation timelines.

Booking Installation Appointments

Where residents expressed interest in switching providers, BCC agents arranged installation appointments with the broadband company’s engineering teams. These appointments were scheduled directly into the provider’s system, allowing engineers to visit the property and complete the fibre connection.

By managing the initial enquiry and booking process, BCC helped ensure potential customers could secure installation slots quickly rather than waiting for follow-up calls from the internal sales team.

Supporting Network Rollout

As the broadband provider continued expanding its fibre coverage, BCC supported the rollout by contacting households in each newly activated area. This ensured residents were aware of the service as soon as it became available.

Over the course of several months, BCC spoke with thousands of households, helping convert awareness into confirmed broadband installations.

Driving Customer Growth

By late 2025, the broadband provider had successfully connected a large number of new households across the rollout areas. With BCC managing the outreach and installation booking process, the provider was able to accelerate customer acquisition while its internal teams focused on network expansion and engineering operations.

For broadband companies investing in new infrastructure, quickly connecting households is essential for maximising network adoption. Through structured outreach and installation appointment setting, BCC helped this provider ensure newly available fibre connections turned into active customers.