A recent survey conducted by XCellAir of consumers in the U.S. and U.K. revealed significant consumer reliance on their ISPs for Wi-Fi support:
- 50 percent of consumers blamed their internet service provider for problems with their Wi-Fi, regardless of who provided their router.
- Despite 18 percent of consumers blaming their Wi-Fi equipment when service falters, as many as 39% of consumers would still call their ISP to assist with troubleshooting faults or problems.
And, these numbers are only going to increase. Cisco predicts that by 2021, Wi-Fi will carry 49 percent of total global IP traffic. This is no surprise to service providers whose support centers are being inundated with Wi-Fi-related calls. The implications of not effectively managing these calls are many including, poor subscriber experiences, increased operational costs, potential churn, and CSR attrition, to name a few.
Troubleshooting Wi-Fi related issues can be complicated and time-consuming if your CSRs don’t have visibility into the subscriber’s environment and access to the right information in real time. This can result in high average call handle times, an increased number of escalations and expensive truck rolls.
The solutions currently in the market merely enable re-boots and the adjustment of settings, which fall short of what’s required for troubleshooting. Solutions should provide subscriber environmental information such as the number of devices, experience scoring, and the ability to fix the problems in real time to truly provide a great Wi-Fi experience. Providing complete visibility with an easy-to-use interface is the only way to empower your CSRs to manage the subscriber experience.
Are Wi-Fi calls crippling your customer service center? Do you have the right data to provide your subscribers with the best possible experience? Read my upcoming blogs for more details on what a solution should include and in the meantime, check out Calix Support Cloud for a tool that delivers.