Time Warner Cable: Decreased Dispatch Rate By 11.4%

CHALLENGE:

Industry-lagging satisfaction results had Time Warner Cable looking for new ideas on how to improve the customer experience.

 

SOLUTION:

Weber listened to thousands of customer calls to identify where the interactions went awry. We determined that the customer’s mood had a disastrous effect on both customer satisfaction and the ability to resolve calls without dispatching a technician to the home. We identified call segments where specific interactions had negative Customer Satisfaction (CSAT) results, recommended a set of refined in-call behaviors to proactively resolve customer issues, and implemented a coaching process with on-the-job training to promote frontline adoption of behaviors.

 

RESULTS:
  • Improved CSAT score by 2.3%
  • Decreased dispatch rate by 11.4%
TimeWarner_Case-Study