How 360Broadband Reduced Churn by 4.2% and Saved $45K+ Monthly

‘We were listening to maybe 400 calls out of 5,000+ a month — and calling it quality assurance.’ Like most ISPs, 360Broadband knew they were missing things. They just didn’t know how much. Three QA analysts were scoring calls differently, creating inconsistent evaluations. Feedback reached agents 2–3 weeks after the call, far too late to change behavior. The 40 hours/month spent on QA grunt work could have gone toward coaching and strategy. And with zero churn prediction capability, the retention team was always reactive — waiting for cancel calls instead of preventing them.