Want To Transform Your Support Operations? Start by Tracking KPIs

Martha Galley

Executive Vice President, Customer Engagement and Services, Calix


How can broadband service providers (BSPs) differentiate themselves from their competitors and grow their business? They accomplish this by delivering an exceptional subscriber experience. However, many support organizations find it challenging to identify the key performance indicators (KPIs) that will help them continually improve that experience.

Tracking KPIs can help you transform your support operations and achieve your business objectives. You can dramatically increase support efficiency, reduce operational expenses (OPEX), and boost subscriber satisfaction. Conversely, ignoring these metrics can result in higher support costs, lower satisfaction rates, and increased subscriber churn. 

We know it can seem overwhelming to get started with KPIs. What are the most important KPIs to follow? What data do you need to collect? What tools should you use? Calix is here to help you. With Calix Support Cloud (Support Cloud) and Calix Premier Customer Success Services, we can help you transform your support operations using KPIs. We’ve enabled hundreds of BSPs to succeed by taking a more data-driven approach to support. Working together, we can do the same for you.  

New Ways To Reduce Call Handle Times, Increase Satisfaction, and Decrease Problem Escalation  

Following our latest quarterly software release, I’d like to share three new ways Calix helps BSPs improve against support KPIs and contribute to broader business objectives.  

  1. Reduce call handling times and improve first call resolution with Subscriber QoE Score. The industry-first Subscriber Quality of Experience (QoE) Score in Support Cloud gives customer support representatives (CSRs) a holistic view of network health, from WAN services to Wi-Fi—helping them identify and resolve issues quickly. We’ve now added seven-day historical data to provide deeper insight and accelerate further troubleshooting. Service providers like Forked Deer Connect, LLC expect the expanded QoE score will help cut call handling times by at least 27 percent, while increasing first call resolution.  
  2. Increase subscriber satisfaction with expanded language support. To address the growing U.S. Hispanic population and open international opportunities, Calix added Spanish language capabilities to Support Cloud and the CommandIQ® mobile app. Now support teams can more effectively serve their Spanish-speaking communities—increasing subscriber satisfaction and building loyalty.  
  3. Reduce problem escalation with new network health insights. To make it easier for CSRs to identify the root cause of complex problems, we’re making consolidated WAN health insights from Calix Operations Cloud available directly in Support Cloud. This integration will help increase support team efficiency, reduce resolution time, and, importantly, reduce costly escalations to Tier 2 support. 

In this issue of the Customer Support Beacon, you’ll learn how you and your support teams can use KPIs to strengthen your support operations and elevate the subscriber experience. We share real-world best practices from the Customer Success team, connect you with important resources to help you become even more data-driven, and offer insights on how other industries tackle performance measurement.    

As always, Calix and our entire community are here to help you achieve your customer support goals. If you have questions or feedback about how we can help you meet and exceed your objectives, email me at martha.galley@calix.com or connect with me on LinkedIn


October 15-18 2022 | Wynn Las Vegas

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October 15-18 2022 | Wynn Las Vegas

Registration is now open!

Are you ready? Join us and grow.


How Will Customer Support at Forked Deer Cut Call Handling Times 27 Percent?

Brian Vaughn

At Forked Deer Connect, LLC, we deliver fast, reliable broadband services to previously unserved communities in rural western Tennessee. Being a rural provider and a member-owned co-operative, excellent customer service is at the heart of our business. In fact, our core proposition is 24/7, white glove customer experience enabled by Calix Revenue EDGE—particularly Calix Support Cloud (Support Cloud) Thanks to our partnership, we’ve grown our regional reputation for world-class, managed Wi-Fi. We’ve also delivered exceptional results against our customer support key performance indicators (KPIs). 

Learn How Proactive Customer Support Can Increase Your NPS Score and Reduce Truck Rolls

Izzy Gomez

What if customer service representatives (CSRs) could see across systems to identify—and prevent—subscriber issues before they happen? What if your support team could use a predictive support methodology to improve performance metrics? The impact on your business would be immense. With fewer inbound calls and unnecessary truck rolls, productivity would be higher and support costs would be dramatically lower. Satisfaction levels for subscribers—and support staff—would be through the roof. 

3 Ways To Gain Greater Visibility Into the Subscriber Experience

Christina Wilson

A subscriber calling the support desk with a problem probably doesn’t know (or care) if the problem is caused by their Wi-Fi or the internet. They don’t know if one of their many connected devices is causing the issue, or if there’s a local fiber cut. They have a frustrating problem, and they need you to fix it as fast as possible. That’s why it’s so critical for customer support teams to have visibility of all factors that impact subscriber experience. 

Diving Into KPIs: How To Empower Transformation and Drive More Results

Joseph Michelli, Ph.D.

Invariably, you’ve heard the phrase, “What gets measured gets done”—a statement seemingly derived from the writings of Austrian mathematician Rheticus in the 1500s. The enduring nature of the phrase speaks to an undeniable truth: Measurement is critical to business outcomes.  

However, like most clichés, the leadership wisdom of “what gets measured gets done” is a bit oversimplified.

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