Case Study: Large Cable Service Provider Company reduces operating costs and improves 24x7 service with Premier BPO

Large Cable Service Provider Company - Customer Case Study

Large Cable Service Provider Company, a major cable and satellite operator serving more than 8.6 million households in the U.S., needed to cut operating costs while maintaining service quality in a highly competitive market. The company also wanted to reduce the burden of non-customer-facing transaction processing and free up more investment for its delivery and technology infrastructure.

Premier BPO implemented a customized offshore back-office and support solution, including train-the-trainer sessions, process documentation, secure dedicated connectivity, and digital document handling with 24-hour turnaround. The partnership expanded from an initial 33% FTE outsourcing plan to support the client’s entire cable, IP telephony, and Internet portfolio, with Premier BPO handling 150+ recurring projects and achieving strong performance metrics such as 93% quality in technical support and 87% in sales support, while helping the client lower operating costs and improve 24x7 customer service.