Time Warner Cable in Cincinnati is turning quality service into higher profits.
Division president Virgil Reed said the operator's Residential Account Coordinator program contributes some $1 million to its annual operating cash flow.
Reed, speaking July 21 at the CTAM Summit session called "Cable's Service Leaders — Get the Inside Story," said RAC produces an average of "eight dollars and change" in additional cash flow over initial customer calls.
The division sends an outdoor technician the day before a scheduled subscriber visit to ensure the signal and grounding are fine. The following day, a RAC employee spends a minimum of 45 minutes in the customer's home, "walking them through services" and also demonstrating others.
"The net effect is that we walk away with service upgrades" beyond what the customer first called about, said Reed, noting the division does 125,000 installs annually. He said the in-home visits also result in low churn for the additional services.
"There's a real stickiness to them," said Reed.
Brian Mossor, senior director of performance improvement at Comcast Corp.'s cable unit, said the nation's leading MSO is reshaping values for both internal and external customers, particularly in the wake of the AT&T Broadband acquisition. To that end, he said one of the company's goals is to bring all calls back to Comcast call centers by Dec. 1.
Comcast also is investing heavily in a blended approach to training that includes on-site, e-learning, classroom and simulation education.