Call Center Analytics
CLIENT:
Large Cable Provider
OBJECTIVE:

A large US cable operator had an inbound call center that fielded customer complaint calls and questions regarding rate increases and service fees

APPROACH:

Mather Economics completed an analysis of performance by customer representative showing how effective each was on resolving customer issues while saving revenue

RESULT:

The client used the insights to adjust staffing and training in the call center.  The effect was an incremental annual revenue gain of $1.3 million.  Interestingly, the client found that newer customer service representatives performed better than longer-tenured representatives.  They determined that newer reps believed the current pricing was ‘normal’ vs. older representatives that were more likely to place customers on lower prices.

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