The Challenge

The cable provider faced a critical gap in their customer acquisition funnel. High-intent prospects representing a multimillion-dollar revenue opportunity were rejected during the initial application process due to credit-related criteria. Customers who failed or declined credit checks, or requested alternative payment arrangements, were excluded from the standard sales flow. As a result, this segment delivered an effective zero percent conversion, resulting in a significant loss of Gross Adds and unrealized revenue.

The solution

ResultsCX designed and deployed a specialized outbound sales program, driving measurable outcomes and fueling sustained growth.

• Consultative training and QA: Agents shifted from transactional scripts to a resolution-centered approach, supported by targeted training in financial empathy and rigorous QA tied to CSAT and NPS outcomes.
• Tailored financial options: Flexible post-paid, prepaid, and upsell offers addressed credit barriers and expanded wallet share.
• Data-driven operations: Advanced lead segmentation and optimized dialing strategies maximized contact rates, efficiency, and conversion performance.

The customer

A global media and technology company providing high-speed internet, video, and communications services to millions of customers across the U.S. and internationally. The brand emphasizes seamless, personalized interactions, combining responsive support and intuitive self-service tools to deliver convenience, satisfaction, and long-term loyalty.