Case Study: RCN Business Services achieves a 41-point NPS increase and major agent performance gains with Alvaria Workforce (Alvaria Performance & Quality)

RCN - Customer Case Study

RCN, a top-ten U.S. provider of bundled phone, cable and broadband services, wanted to shift its contact center from process-driven to customer-centric but couldn’t effectively measure or act on agent and center performance. Performance data lived in multiple databases and spreadsheets, producing inconsistent, hard-to-distribute reports and making real-time quality monitoring and customer feedback capture impossible.

RCN deployed Alvaria’s Workforce Engagement suite—Alvaria Performance and Alvaria Quality—to consolidate data, deliver near-real-time dashboards to agents and supervisors, and focus quality monitoring and targeted coaching. The rollout improved accountability and training, drove a 41-point NPS increase over three years, and produced measurable gains: productivity +3%, wrap/hold times down 25 seconds, quality +15%, transactional sales +11%, agent attrition down 50% (saving $500K annually), and finance adjustments reduced from ~85–90% to 5%.

RCN Business Services

Bill Sievers

Senior Vice President Customer Care