At Calix ConneXions this year, we heard a lot about the benefits of excellent customer support. Fewer incoming support calls. Vast reduction in trouble tickets. Fewer unnecessary truck rolls and dramatically lower operational costs. Impressive Net Promoter Scores (NPS)—far above industry average. One customer, SCTelcom, has created such a seamless support organization that they’ve achieved zero turnover in their call center!
Want to achieve similar success? Align your organization around a data-driven, proactive approach to support. No support organization wants to learn about an outage from their subscribers. Nor do they want to see their company's name as the topic of a negative thread on social media. So, imagine the power of being able to predict a subscriber issue before they realize there's a problem. You’d cut down on calls to your helpdesk while enhancing how subscribers perceive your brand. Here are three ways service providers can transition to a proactive support model and reap the benefits.
In this issue of the Customer Support Beacon, you’ll find exciting stories to keep you informed and excited about building a proactive customer support organization. For example, find out how Farmers Telecommunications Cooperative (FTC) has improved the experience of their members. Using Support Cloud, FTC has reduced total talk time on support calls by 55 percent, and that’s on top of cutting their total inbound calls by 35 percent and unnecessary truck rolls by 20 percent! You’ll also learn how you can leverage the world’s first end-to-end quality of experience score in Support Cloud. This score gives you a simple, automated way to get an objective view of the subscriber experience. Use it to troubleshoot faster, lower support costs, and even grow your revenue.
If you have questions or feedback about how we can help you meet and exceed your objectives, please get in touch. Email me at email@example.com, or connect with me on LinkedIn. I invite you to watch the replays of our Calix ConneXions main stage presentations or view replays of virtual ConneXions Learning Experience sessions.
Recently I chatted with Charles Austin, executive vice president of network engineering at Farmers Telecommunications Cooperative (FTC), the largest member-owned telecommunications cooperative in Alabama, serving more than 17,000 members. Founded in 1952, FTC is committed to delivering...
When I started in the Calix support organization in 2005, I worked on the front lines taking support calls from our customers. So, I can relate to the support challenges that our broadband service provider (BSP) customers face every day. Over the past 15 years, BSPs have continued to transform their businesses. And right now, an excellent support experience is more critical than ever.
According to a 2020 report from Gartner, “The Customer Value Advantage,” those desired outcomes are simply a matter of adding value and decreasing customer effort. Specifically, authors Lauren Villeneuve and Devin Poole note: "Customer service and support (CSS) leaders have historically faced pressure to effectively resolve customers’ issues while protecting the bottom line. Their No.1 job was..."
How can you truly measure the subscriber experience? Many broadband service providers (BSPs) rely on metrics like customer satisfaction (CSAT) and Net Promoter Scores (NPS)—but they aren’t designed to measure subscriber satisfaction specifically. That means they come with some key limitations.