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July 7, 2017 by Ben Chan

How do you chip away at the $62 Billion Lost Annually due to Poor Customer Service?


A study from NewVoiceMedia indicates that American companies are losing more than $62 billion per year due to poor customer service – up more than $20 billion since 2013. These losses are being driven by consumers switching to competitors. Almost half of respondents reported they were not feeling appreciated, dealing with unhelpful staff, being passed around to multiple agents, not being able to get answers, and waiting too long to speak with a person. At the same time, many unhappy customers are turning to social media outlets to vent their dissatisfaction, and that could mean disaster for the company while impacting future business growth.    

In our industry, service providers encounter higher support calls and increased OPEX that can lead to customer churn in hyper-competitive markets. One important step to improving customer satisfaction is to optimize first call resolution, as most consumers (70 percent per survey undertaken by Opinion Matters) believe calls are the quickest and the most effective way to get their problem resolved. But how can you guarantee a high quality of experience (QoE) if your Customer Service Representatives (CSRs) can’t see or control the increasingly complex home network from their desks?

Customer experience is everything and analytics are the key. With our powerful and scalable cloud-based analytics services, CSRs can identify and resolve issues quickly. By doing so, it reduces operating costs and turns a potentially negative service call into a pleasant customer experience. It also increases their willingness to spend more money on other services. More importantly, a great customer experience will lead your customers to recommend your services to others. Learn more about Calix solutions that help you execute your customer experience strategy.