Cable company – BPA Quality

Cable company

With over 30 million subscribers, our client is one of the US’s largest providers of at-home communications, namely cable television, high-speed internet and digital phone services. This client provides support and service through all channels: phone, chat, and email. When contact centre agents are unable to resolve issues, the next step is to send a technician to the customer’s home – at a significant cost to our client.

The challenge

Technician visits are expensive to this client, and are often technician unnecessary. The client engaged BPA Quality to identify strategies to reduce the number of service calls in total, as well as a percentage of customer contacts.

Approach

Through remote call monitoring, BPA analysts were able to identify and profile behaviours, words, phrases and situations that increased the chances of an erroneous outcome that resulted in the scheduling of a technician home visit.

BPA speech analysts then built queries that searched for these parameters to identify these calls shortly after the calls had taken place.

Key learnings

Ability to understand the root one cause of agent troubleshooting issues
Development of strategies to head off unnecessary technician visits
Continued supporting efforts through agent training designed specifically to address these troubleshooting issues

Impact

BPA analysts were able to use this process to identify targeted calls that should have been resolved over the initial phone call.

These calls were segregated and referred to a third tier support for the client, which resulted in call backs to clients, resolution over the phone and a reduction in technician home visits.

Since implementing these strategies, the company has reduced their technician visits by 17% in supported markets for these call types. The client is also using this strategy to test for additional reductions for other issues by any root cause.