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.
