Cable and Satellite Providers
After years of rapid expansion, cable and satellite providers are now facing the prospects of slower subscriber and revenue growth. In an environment of high market penetration and increased competition, companies can no longer afford the 2-5% monthly churn caused by low customer satisfaction and reduced loyalty. With more than 11 years of experience, Alpine Access has proven success helping Fortune 500 clients reverse these trends.
Unprecedented Quality at a Lower Cost
Facing flat to declining ARPU and increasing customer churn, companies are reevaluating their customer care options. Yesterday’s $48 subscriber has become today’s $120 customer with the proliferation of bundling options. In today’s marketplace it’s more imperative than ever that cable and satellite providers retain these high-value customers.
A seasoned, onshore agent can make the difference between retaining a customer and losing one. Our typical agent has 15 years of work experience and over 80% are college educated, directly contributing to your bottom line by creating more loyal customers, increased RGUs, and higher ARPU, all at a substantial cost savings to brick-and-mortar alternatives. Our clients typically realize:
- Lower Customer Care Costs: 25%+ savings over other onshore operations
- Reduced Subscriber Support Costs: 20%+ higher first call resolution
- Increased Customer Satisfaction: 10%+ improvement in CSAT scores
- Reduced Customer Churn: 25%+ higher customer retention rate
- Increased Revenue: 20%+ higher up-sell/cross-sell rate
Virtual Call Solutions
Our robust customer care solutions offer capabilities across channels, call types, and languages for cable and satellite companies.
Channels
- Voice - inbound/outbound
- Text (SMS)
- Chat (web/IM)
- Social media
Call Types
- Sales
- Account activation/inquiries
- Order processing
- Billing/address change
- Store locator
- Help desk/technical support
- Collections
- Escalations/saves
- Field service dispatch
Languages
- English
- Spanish
- Chinese (Mandarin/Cantonese)
- Portuguese
- Vietnamese
- Korean
- Japanese
- Thai
- Russian
- Others