Challenge

Customers seeking new cable services from a leading U.S. Cable provider and long-time ResultsCX client experienced account rejections when they :

• Failed credit checks
• Refused credit checks
• Requested alternative payment arrangements

Solution

To improve customer acquisition, agents made outbound calls tailored to customer’s individual financial situations:

• Offered alternative payment options to match customer situations and needs
• Enabled customers who failed or rejected credit checks to pay deposits for post-paid cable services
• Customers refusing post-paid arrangements were offered prepaid services with 7- or 30-day refills
• Tapped into lifestyle discovery questions to upsell additional products.