A large US cable operator had an inbound call center that fielded customer complaint calls and questions regarding rate increases and service fees
Mather Economics completed an analysis of performance by customer representative showing how effective each was on resolving customer issues while saving revenue
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.