Overview
An American cable television company serving areas surrounding New York City faced increasing pressure from new competitors entering the market with significantly lower prices. At the same time, both the company and the cable industry ranked near the bottom in customer experience and Net Promoter Score (NPS). To avoid competing solely on cost, the company’s CEO established a strategy focused on delivering world-class customer service and using customer experience as a competitive differentiator. The company partnered with Qualfon to improve customer loyalty and elevate its customer experience performance.
The Challenge
The company needed to improve customer experience in an industry known for low customer satisfaction while defending market share against lower-priced competitors. Management benchmarked leading consumer brands outside the cable industry and set a goal of achieving world-class NPS performance.
Our Approach
Qualfon designed and implemented a customer experience process-management system based on Six Sigma best practices. The engagement followed a five-step DMAIC methodology:
- Design — Compared service experiences with leading eCommerce and financial services brands to identify behavioral differences in customer interactions.
- Measure — Implemented a voice-of-the-customer dashboard to benchmark performance, identify gaps, and highlight opportunities to improve skills such as empathy and confidence.
- Analyze — Conducted root-cause analysis to identify factors affecting service quality and prioritize improvement initiatives.
- Improve — Developed and implemented action plans tied directly to NPS and customer experience goals.
- Control — Established quality assurance, coaching, and supervisor support processes to sustain improvements.
The Results
The customer experience transformation enabled the company to compete on service rather than price while improving customer loyalty and reducing operational costs.
Key outcomes included:
- 30% reduction in customer churn.
- More than 10% decrease in repeat calls.
- Achievement of a world-class NPS score of 70+.
About Qualfon
Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. We are an agile partner specializing in call center support, revenue growth, and marketing services committed to serving our clients and their customers throughout the customer journey.
Learn more about Qualfon’s Call Center Support, CX Innovation, and Back Office Support Services.
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