360 Broadband
After a Year of QueSee
A regional ISP rebuilt its contact center around real-time call intelligence. Year one: over 57,000 calls scored, 103 subscribers retained, over $9,300/month in protected MRR, and a contact center where compensation, hiring, and retention all run on call data.
Results at a glance
None of these existed at scale a year ago.
Protected Revenue
$0/mo
Recurring revenue saved by retention queue activity.
Subscribers Retained
0
Tracked retention-queue saves, all still active and paying as of May 5, 2026.
Avg Agent SOP Score
0.0%
Up from 76.6% in June 2025, across 55 agents on every scored call.
Calls Scored, Year One
0
Every inbound call across sales, billing, support, and retention.
Queue Decisions
0
Run by Kyle alone, across 7 months on the retention queue.
Org. Decision Philosophy
Proactive & Data Driven
Incentive pay tied to QueSee scores. Hiring, coaching, and retention all run on call data.
At a glance
360 Broadband
Regional ISP serving rural Oklahoma and Texas.
- Service area
- Rural Oklahoma and Texas
- Subscribers tracked in QueSee
- Over 15,000
- Network
- Fiber + fixed-wireless
- Contact center
- Every agent scored on every call
- Stack feeding QueSee
- Atheral (VoIP), Sonar (billing), Preseem
- QueSee live since
- May 2025
Most calls were never reviewed.
Most escalations were never seen.
For most of its history, 360 Broadband ran QA the way most regional ISPs still run it. A department head in sales, billing, or support would pull a random call from a random agent, listen end to end, and write up a critique. No fixed cadence. No shared rubric. No agreed time budget. As Kyle Ochoa, Head of Customer Solutions, describes it, reviewing calls was “just one of those things we were supposed to do maybe quarterly.”
Quarterly. On a contact center that handles nearly 5,000 calls a month.
The bigger problem wasn’t the sample size. It was visibility. Pre-QueSee, most escalations never reached a manager at all.
Escalations that occurred didn’t have a lot of visibility. It was basically something we had to hear about. Maybe we happened to overhear an agent speaking on the phone and things were a little heated.
The data wasn’t missing. It just wasn’t actionable. Samad Javed, VP of Customer Success, points out that the signal was always there, just scattered across systems. “Without QueSee we would have to go into Sonar, look at the tickets, listen to a call, look at Preseem data,” he says. The cost wasn’t access. It was the time it took to stitch any of it together.
Kyle estimates the manual workload at roughly an hour per case - a guess, he admits, because nobody was tracking it back then. With nearly 5,000 calls a month, the math doesn’t work either way.
The queue does the hunting now.
The Closed Loop
How a single call moves through 360 Broadband now.
- 01
Call
Every inbound interaction enters the system.
- 02
Scored
Graded against the 360 Broadband SOP, the moment it ends.
- 03
Escalated
Threshold breaches surface in the Teams channel in real time.
- 04
Queued
At-risk subscribers route to Kyle's retention queue.
- 05
Resolved
Reach-out, confirmed fix, logged outcome.
Data from scoring
Coaching
Real-time agent scores
Data from escalations
Hiring
Patterns in flagged calls
Data from the queue
Save & upgrade campaigns
At-risk subscriber cohorts
Nothing in this loop existed at scale a year ago. Today, every call enters it - automatically.
Kyle’s morning, in 2026
Today, Kyle spends the first four hours of every weekday in two queues: the QueSee escalation channel in Microsoft Teams, which all of leadership can see, and his own QueSee retention queue, which surfaces around a hundred customer cases on any given day.
He isn’t searching for problems anymore. The problems come to him - which gives him, in his words, insight into “the exact patterns we see that we’re consistently failing on, that’s causing these customers to essentially end up in my queue.”
The shift is structural. Pre-QueSee, the head of customer support hunted for problems by hand, looking for indicators of customer dissatisfaction in network health data. Post-QueSee, the queue does the hunting and Kyle spends his time on pattern matching, coaching, and root-cause investigation.
QueSee is one of those things you always hear people around here saying. Look at QueSee. What’s going on in QueSee. QueSee escalation. It has become a fundamental part of the company.
Real-time coaching replaces post-hoc review
Samad came to 360 Broadband from Spectrum, where the QA model still relied on supervisors listening to live calls and grading agents after the fact - a process he describes as inevitably subjective. The bigger Tier 1 telco he’d worked at didn’t use AI in the contact center at all. With QueSee, he says, “you’re literally being graded against the SOP and it’s immediate.” The feedback isn’t a quarterly review anymore. It’s a running total updated every single call.
A regional ISP is now running a more rigorous QA model than the national operator Samad came from. Coaching at 360 Broadband is group-first and pattern-driven; the patterns QueSee surfaces become the agenda for the team’s weekly leadership meetings.
Compensation, hiring, and org design now flow through the data.
The day-to-day rewire is the visible part. The structural rewire is what changed inside the company.
Compensation runs on the QueSee score
360 Broadband built a performance ranker for support and sales agents. The single largest contributor to that ranker is each agent’s QueSee score.
“We measure how compliant they are to our SOPs, and we have incentive pay tied directly to their performance based on those ranker groups.”
For an ISP weighing whether call intelligence is accurate enough to act on, 360 Broadband’s answer is that they cut payroll checks against it.
Hiring follows the data
QueSee changed who 360 Broadband hires. Samad says the team has “expanded the role description on our job site to include things that are commonly issues that we see” - if a candidate can’t deescalate, that’s now a written requirement.
The friction patterns flagged by QueSee feed straight back into recruiting. Job postings are written against the issues the call intelligence surfaces, not against a generic JD template.
One model of agent, not three
360 Broadband is collapsing the traditional sales / support / billing silo. New agents are being trained to work across all three, and ramp time has dropped because, as Samad puts it, the feedback is “real-time” and “self-correction coaching” - they learn faster without a supervisor watching every call.
Three siloed teams becoming one universal team is a labor-cost story most ISPs would not attempt without confidence in the coaching loop. The coaching loop here is QueSee.
A year with QueSee
360 Broadband
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The numbers, the economics, and one shift in what 360 Broadband measures.
Every call scored. Every day.
Pre-QueSee, the team didn’t track how many calls they reviewed. The cadence was quarterly, the rubric was inconsistent, and the time budget was whatever the department head could spare. Today, every inbound call at 360 Broadband is graded against the company’s own SOP, in real time, the moment it ends - nearly 5,000 calls a month, every month. Over the first year, that’s over 57,000 calls scored. That’s not a step up in QA capacity. It’s a different operating model. The contact center runs on call data instead of inspecting a sample of it.
Over 100 subscribers retained. Over $9,300 a month in protected MRR.
Across the first seven months of QueSee’s retention queue, Kyle and the team logged over 1,200 customer review decisions. Over 100 of those resulted in saves still active and paying today - a success rate above 90%. Without those saves, 360 Broadband’s churn over the period would have been roughly 8% higher.
The mechanism is the same one Kyle works every morning. QueSee surfaces an at-risk subscriber before that subscriber decides to call and cancel - in the recent cohorts tracked, 4 in 5 of the saves were caught proactively, before the customer ever asked to leave. Retention reaches out. Where there’s a chronic network issue, it gets investigated to confirmed resolution rather than left to fester. A hundred-plus saves over seven months is not a single dramatic change. It’s the cumulative arithmetic of small interventions the 360 Broadband team can now actually make.
Net new revenue: nearly $1,000 MRR from one campaign.
In late 2025, 360 Broadband used QueSee escalation patterns combined with plan-utilization data to identify 800 customers who were consistently maxing their subscribed plans, the cohort most likely to churn next.
“800 customers we reached out to, $960 in monthly recurring revenue was raised. Now they’re not maxing their plan anymore. Less support calls coming in because they’re having less issues.”
Same data set, two outcomes. Retained subscribers on one side, expanded subscribers on the other. The same churn-risk signal that protects revenue also generates it.
The economics: nearly 4× ROI on retention alone. Over 12:1 per save.
Over $9,300 a month in protected MRR runs against the QueSee subscription at nearly 4× ROI on retention alone. Layer in the upgrade campaign and combined return clears 4×.
The customer-level math sharpens it. Each save costs under $200 in QueSee spend. Each saved subscriber is worth over $2,000 in lifetime value. Every dollar spent on QueSee protects more than $12 in customer value.
And that’s before the work the page is built on. The 57,000-plus calls QueSee scored in year one would have required roughly nine full-time QA analysts to review by hand - a payroll line no regional ISP carries. The work isn’t being done cheaper at 360 Broadband. It wasn’t being done at all before.
There’s nothing in QueSee per se that’s data we couldn’t access before. It just wasn’t actionable. It’s a significant advantage over companies that are not using it.
The story 360 Broadband tells is not a QA tool story.
It’s an operating system story. A regional ISP - same headcount, same call volume, same network it had a year ago - can now:
Save over 100 subscribers in seven months of tracking alone - and the over $9,300/month in MRR that would have walked out the door with them.
Reach four out of five at-risk customers before they ever pick up the phone to cancel.
Pull nearly $1,000 in new MRR out of a single upgrade campaign - same churn-risk signal, used the other direction.
Replace roughly nine QA analysts' worth of manual review - work no regional ISP actually staffs for, which is why it wasn't getting done at all.
Grade every inbound call against the SOP the moment it ends - not a quarterly sample of a dozen.
Surface escalations to leadership in real time - not by overhearing an agent's voice rise on the phone.
Tie agent compensation to a score the company trusts enough to cut payroll checks against.
Hire and reorganize against the patterns the data exposes - write deescalation into the JD when that's what's breaking, collapse three siloed roles into one universal team.
None of this is hypothetical. It is how 360 Broadband ran the last year. Most regional ISPs of similar size are still inspecting calls the way 360 Broadband used to. The gap between the two operating models is not bridged by training, headcount, or process discipline. It is bridged by the data.
I can’t even think of how anything really got done. I can’t think of anything that gave us as much visibility as this.
Try QueSee
What 360 Broadband did.
On your call recordings.
Every call scored. Subscribers retained before they pick up to cancel. Comp, hiring, and retention plays running on real data. Live in 2 weeks. 14-day free trial. No credit card.
If you don’t see ROI in 5 weeks, you don’t pay.
About 360 Broadband
360 Broadband is a regional Internet Service Provider serving residential and business subscribers across rural Oklahoma and Texas. Over 15,000 of their subscribers are tracked in QueSee. The company runs a fiber and fixed-wireless network and operates an active contact center scored on every call.
About QueSee
QueSee is a customer experience and retention intelligence platform built for Internet Service Providers. QueSee analyzes 100% of contact center calls, scores each one against the operator’s own SOP, and surfaces escalations, churn risk, and revenue signals in real time. QueSee integrates with the VoIP, billing, and CRM systems ISPs already run.