- AFFINA Client Since:
- 2003
- Transaction Types:
- B2C
- Client Industry:
- Residential Cable
- Services Provided:
- Inbound Customer Service, Claims Management, and Return Authorization Fulfillment
In January 2003, this national cable TV service provider partnered with AFFINA to transition all sales calls to an AFFINA contact center with speed and quality. Today, AFFINA staffs a dedicated team of CSRs to manage this client’s program.
We provide comprehensive sales and customer service support that includes:
- Managing inbound sales for pay-per-view events.
- Building effective staffing plans using the client’s media schedules.
- Delivering high-quality service at all times, including during call spikes.
- Handling claims (payment reminders) via outbound calling.
Upon beginning its partnership, AFFINA helped turn a diminishing customer base into a net increase in just nine weeks. Over 12 months, we increased the number of new subscribers by 13 percent, substantially increasing revenue for our client. AFFINA also improved staffing to ensure that all customer orders are processed on time.
AFFINA understood that the dispatching team faced scheduling issues that required a portion of dispatching inquiries be routed to the contact center staff during lunch hours. AFFINA offered its workforce planning staff on a consultative basis, and was able to creatively resolve the dispatch scheduling issue and maintain the dispatching workload within the internal dispatch team. As an alternative solution, AFFINA is able to absorb the lunch-hour dispatch calls within its dedicated team.
Once the program was underway, AFFINA evaluated the process of credit card processing and offered improvement strategies to provide real-time credit card authorization. By delivering real-time credit card processing, AFFINA has helped its client increase revenue and reduce the number of outbound calls required for collections.