Case Study: Big-shot Cable Company boosts QA scores and sales with RDI Corporation

Big-shot Cable Company boosts QA scores and cuts auto fails by 25% with RDI Corporation

RDI Corporation partnered with a major cable company that was seeking to improve its performance by raising quality assurance scores and conversion rates while lowering costs. The customer had reduced its number of outsourcing partners and selected RDI based on its strong QA performance and sales history.

RDI implemented a unique, positive-focused QA approach for its call center service. Their method involved speech experts analyzing calls to provide specific coaching on key performance elements. This solution resulted in dramatic improvements across all measured areas over one year, including a 37.99% increase in closing and a 32.46% increase in value. RDI Corporation also helped the client decrease auto fails by 25%, which led to increased sales and completion rates.