Customer Retention and Support Experience for Cable/MSO Connectivity and Services

When it comes to customer support in the cable/MSO market, one big trend is the threat of subscriber loss. Though the COVID-19 pandemic may have led to an increase in customers during the height of the widespread shutdown, it is estimated that some of those new customers will choose to disconnect. Expert at helping clients retain their customers, ResultsCX has been successful in driving customer retention and saves for other similar subscription model clients.

As cable/MSO companies offer bundled services and add fiber-optic connections, sales and support needs the skillset to sell higher dollar packages and expand customer commitments. ResultsCX has cultivated the ability of agent teams to increase per customer sales.

For one cable/MSO client, ResultsCX developed alternative payment arrangements for customers who were being rejected for new accounts. Outbound calls made to rejected applicants led to record-breaking rates of customer acquisition, impacting client revenue generation and improving sales success. The ResultsCX track record with this program is so successful that it has been extended across all three client divisions.

A long-time client in this sector wanted to sell more products and services, leading ResultsCX to make sales efforts on the client’s behalf more personalized and consultative. New customer approaches focused on hiring, training, incentives, and best practices helped agents succeed at influencing customer purchases. Our team set new client standards for conversion rates and scored big increases in total sales and the average size per sale, as well as an increase in the sale of the highest value products.