Spanning a wide range of organizations, from single system companies to network operators of multiple cable or direct-broadcast satellite television systems, the Cable/MSO industry predominantly provides fixed connections using fiber and largely cable for connectivity to homes and businesses.
This industry sector in the U.S. has been estimated to be as much as $99.3 billion for 2022 (IBISWorld 1/29/22), but it appears to be contracting slowly, by just lower than 1% annually. Some of the negative factors connected to this sector are saturation within the broadband connection customer base and some indication of a declining customer life cycle.
Many operators in this market offer a bundle of services to consumers to protect their customer bases. These may include residential internet, voice over IP (VoIP), TV, and security services, as well as a variety of business services. Business adoptions of fiber-based internet connections include rising utilization of VoIP telephony to improve corporate communication systems. For Internet of Things (IoT)-related services, cable MSO companies hold a key role for connected home applications and services including home automation.
Service areas for this growing function include home security (monitoring, access control, automated lighting, etc.), connected appliances (refrigerator, washer/dryer, whole house vacuum, etc.), HVAC systems, irrigation systems, and entertainment via TV and video on demand. The cable/MSO sector faces fierce competition from over-the-top (OTT) service providers like Netflix, Hulu, Disney+, and Amazon Prime.
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.Click to Continue Reading
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.Click to Continue Reading
Improving customer retention and increased save rates are two of the ways ResultsCX is successfully supporting clients in the cable/MSO sector.
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.Download Case Study
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.Click to Continue Reading
One way cable/MSO companies can protect their customer base is to transform support operations with AI-powered tools. Read to learn more about the benefits of AI-empowered customer journeys that can reduce customer care costs while improving experiences.Click to Continue Reading
Cable/MSO companies cannot risk neglecting their online reputation. Social media must be monitored for any mention of a company’s products or services, and customers may use it as another avenue for seeking support. Learn about the benefits of protecting your organization’s online reputation in this white paper.Click to Continue Reading