Case Study: America’s Largest Cable & Home Internet Provider achieves 25% improvement in first-call resolution with InMoment

25% Improvement in First-Call Resolution Scores

America’s largest cable and home Internet provider — and the third-largest telephone service in the U.S. — was facing a customer experience problem: customers often had to call the contact center multiple times to resolve a single issue, increasing costs and eroding satisfaction. The client needed to improve first-call resolution to stop repeated contacts and restore positive interactions.

InMoment implemented post-call phone surveys to capture customer feedback, developed a measurable first-call resolution score, and surfaced the specific issues, agents, and processes causing repeat calls. Using these insights, the client fixed root causes and resolved more issues on the initial call, improving first-call resolution scores by 25% in 10 months.