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May 24, 2017 by Sarita Fernandes

Is Wi-Fi killing your support center metrics?

According to the Service Quality Management group (SQM), a call center can improve customer service, customer loyalty, and operating costs by focusing on First Call Resolution (FCR). A study conducted by the group revealed that for every 1 percent improvement in FCR, you get a 1 percent improvement in customer satisfaction.

Makes sense, doesn’t it? I know I’m always happy if I get my issue resolved in a single call to a single agent on the first try!

If you run a service provider call center, you are probably getting inundated with incoming Wi-Fi trouble calls generated by the increasing dependence of in-home Wi-Fi for streaming, gaming, and other applications. Are most of your Wi-Fi trouble calls getting escalated for root-cause analysis and remediation? The SQM group also shares that it’s likely these calls are negatively impacting your FCR metrics and therefore, your customer satisfaction.

To improve FCRs and customer satisfaction, CSRs can use easy-to-use solutions that will take the guess work out of Wi-Fi troubleshooting. Software products like Calix Support Cloud are specifically designed for Wi-Fi troubleshooting and use data to quickly locate the root-cause of the issue and enable fixes in real time by providing visibility into subscriber devices and their in-home environments.

Do you have the right tools and data to ensure a high FCR rate with your Wi-Fi related troubles? For a troubleshooting and remediation tool that will address all your Wi-Fi needs and enable you to deliver a great support experience, check out Calix Support Cloud.