Calix Blog

Perspectives that Catalyze Innovation

Calix Blog

Perspectives that Catalyze Innovation

November 23, 2021 by Christina Wilson

Here’s How FTC Is Using End-to-End Visibility Into the Member Experience To Cut Support Calls by 35 Percent

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 the most advanced telecommunications technologies and services available, promoting economic growth, and enhancing the quality of life for rural communities in Alabama. We talked about the specific ways FTC has embraced a more proactive customer-support approach to get end-to-end visibility into member experience and reaped real benefits—including cutting total inbound calls by 35 percent and reducing unnecessary truck rolls by 20 percent.... READ MORE