Case Study: Large Cable Provider achieves $1.3 million in annual revenue gain with Mather Economics

Large Cable Provider - Customer Case Study

Mather Economics worked with a large cable provider that was dealing with inbound call center complaints and questions about rate increases and service fees. The company needed a better way to understand how customer service representatives were handling issues while also protecting revenue.

Mather Economics analyzed call center performance by representative to show which agents were most effective at resolving customer issues while saving revenue. Based on those insights, the client adjusted staffing and training, leading to an incremental annual revenue gain of $1.3 million. The analysis also revealed that newer representatives outperformed longer-tenured reps because they were more likely to view current pricing as normal.