Top Customer Service Issues and CustomerServ’s Call Center Expertise in the Cable Broadband Industry

Cable and Broadband Industry Undergoing Dramatic Change 

The digital age is driving dramatic transformation within the cable television business. In recent years, a long-held reputation for poor customer service coupled with rising programming costs have resulted in a substantial increase in cord-cutters as consumers continue to drop subscription television contracts in favor of over-the-top streaming services like Netflix, Hulu and Amazon Prime.

While the broadband business has helped to buoy the revenue stream for cable TV providers, companies are facing increasing competition from wireless carriers as younger generations of consumers spend more time viewing content on alternate devices such as computers, smartphones, tablets or gaming devices rather than televisions.

Cable and broadband providers also are adapting to a new reality of consumers who demand choice and control—they want service delivered where they want, when they want and on their preferred devices. Companies are now shifting their strategies to focus on improving the customer experience and delivering effortless technical support.

How? By investing in better ways to service customers, including providing an omni-channel experience and self-help solutions like diagnostic apps and tools.

Top Customer Service Challenges for Cable and Broadband Providers

Cable and broadband providers are undergoing considerable changes to their business models and infrastructures to meet the demands of digitally savvy, always connected consumers. During this transformation, companies are facing several key service-related challenges:

• Overcoming a long-standing reputation for poor customer service. Cable operators have consistently placed at the bottom of cross-industry customer satisfaction rankings.¹  
• Reducing churn as more consumers drop their subscription TV contracts in favor of streaming services.² 
• Attracting a new generation of consumers who have never paid for subscription TV (“cord-nevers”).³ 
• Providing customer support in an increasingly complex ecosystem of connected devices.⁴ 
• Digital channels that operate in siloes. The lack of omni-channel service delivery is creating high levels of customer frustration. Consumers want service when it’s convenient for them, and in the channel they prefer. If they start the support experience in one channel and switch to another, they don’t want to have to start over.

Cable and Broadband Companies Turn to Outsourcing Partnerships to Improve Customer Experience

Cable and broadband companies are turning to elite outsourcing providers to provide expertise in designing omni-channel service strategies, implementing digital channels and applying analytics to improve the customer experience and generate more revenue. CustomerServ has unparalleled expertise in helping cable and broadband companies to accomplish their goals through effective outsourcing strategies and smart vendor selection.

• 7 of the top 10 Multiple System Operators (MSOs) are clients of CustomerServ.
• We’re responsible for helping MSOs outsource over 100 million customer contacts in cable, including inbound customer service and sales, outbound sales and live chat.
• Our elite cable/broadband call center vendors are currently supporting our clients from onshore, nearshore and offshore sites.
• Expertise in residential upgrades, non-sub acquisition, cross-sells, saves and retention.
• Expertise in streaming, high-speed data, video, voice, premiums, bundles, wireless and home security.
• Experts in new-mover programs, pending disconnects and past pending orders.
• Experts in order processing, order management, multiple billing systems.
• Extensive experience in residential and business to business.
• For outbound sales, deep expertise in list management, data analytics, compliance and dialing strategies.

^{1 In the 2017 American Customer Satisfaction Index, the cable industry came in dead last (tied with ISPs) with a score of 64%.}

^{2 According to eMarketer, in 2017, 22.2 million U.S. adults cut the cord on cable, satellite or telco TV service, up 33% from 2016.}

^{3 According to a Pew Research Center survey, six in 10 (61%) of consumers who are 18 to 29 years old say that the primary way they watch television now is with streaming services on the internet.}

^{4 Twenty-four percent of Americans currently have between six and 10 connected devices in their homes. Gartner reports that IoT-enabled devices will reach 20.4 billion globally by 2020, almost doubling from an estimated 11.1 billion in 2018.}