Sound unusual…unbelievable…shocking Hardly! For cable and
telecommunications operators around the nation, predatory and
disingenuous service applications are routine and merely the cost of
doing business. And the problem is not going away anytime soon.
"There's rarely a day that I don't uncover some kind of predatory
behavior at the call center," said David Howe, SubscriberWise president
and 17-year veteran of MCTV (MCTV is the new name for Massillon Cable TV
and Clear Picture (http://mctvohio.com).
"Occasionally the situation is particularly astounding, like the woman
who apparently was brought back to life after having been dead for two
months. The woman was revived and recovering in the nursing home, at
least according to the third party claim provided to the customer
service agent. The woman - the agent was told - was eager to have her
service resumed once she was well enough to return home…following her
six-foot sub-earthly sabbatical," Howe indicated, half-amused. "She
wasn't really 'gone gone'&hellp;don't you know "
Audio of the cable-lover's miraculous resurrection is contained here: http://subscriberwise.com/media/Back_to_Life.wav
"But there is a more serious and cautionary note here," warned Howe.
"This kind of behavior, although seemingly humorous, is impacting the
telecommunications industry in profoundly negative ways. It provides an
illusion that operators are generating new 'sales' when in fact they're
merely creating additional liabilities. It adds up to a very costly
proposition that translates into billions in unreturned equipment and
unpaid programming for operators everywhere. It strains human resources
with excessive burdens on the call center including promise-to-pay,
costly disconnects and reconnects, and a host of unnecessary operational
inefficiencies and expenses.
"Ultimately, the challenge for operators is to identify the predatory
behavior before rendering their expensive service and equipment,"
concluded Howe. "Otherwise, the write off is almost certainly going to
be substantial. The predators are forever opportunistic and determined.
Sometimes they're even clever. But seldom are they a match for
About SubscriberWise (www.subscriberwise.com)The
nation's leading provider of risk and decision analytics for the
communications industry, SubscriberWise® employs enhanced Subscriber
Level Segmentation technology to precisely identify credit-challenged
subscribers to ultra-high achievers to maximize sales and boost profits.
By incorporating years of communications performance data and
proprietary decisioning models, SubscriberWise delivers unprecedented
predictive power with a fully compliant, score-driven decision
management system. Combined with Red Flag compliance and
operator-controlled rules, SubscriberWise analytics empower CSR's to
instantly and accurately respond to payment and credit characteristics
with appropriate options for every subscriber.
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