Case Study: Click! Cable TV boosts customer satisfaction and quality scores with Envision Click2Coach

Click! Network provides local residents and businesses with more choices and more quality for cable TV and Internet services

Click! Cable TV, part of Click! Network in Tacoma, needed a better way to maintain very high customer satisfaction while increasing sales in a highly competitive telecommunications market. The customer care team was already handling support, service, and consultative sales calls, but manual call monitoring was inefficient and made it difficult to coach agents consistently. To address this, the company turned to Envision’s Click2Coach®.

With Envision Click2Coach, Click! Cable TV automated quality monitoring, enabled more frequent coaching, and delivered call feedback and personalized eLearning directly to agents’ desktops. The results were strong: quality scores increased 27% in the first year, customer satisfaction stayed at 4.5 out of 5.0 even through rate increases and system changes, and new-hire training time was cut from four weeks to two. The team also continued to meet service goals, answering 95% of calls within 30 seconds.

Click! Cable TV

Theres Steiner

Customer Care Manager