Time Warner Cable: Decreased Dispatch Rate By 11.4%
Industry-lagging satisfaction results had Time Warner Cable looking for new ideas on how to improve the customer experience.
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.
- Improved CSAT score by 2.3%
- Decreased dispatch rate by 11.4%