What if customer service representatives (CSRs) could see across systems to identify—and prevent—subscriber issues before they happen? What if your support team could use a predictive support methodology to improve performance metrics? The impact on your business would be immense. With fewer inbound calls and unnecessary truck rolls, productivity would be higher, and support costs would be dramatically lower. Satisfaction levels for subscribers—and support staff—would be through the roof.
With Calix Support Cloud (Support Cloud), ALLO Communications (ALLO) is doing just that. Their Tier 1 CSRs increased their trouble ticket close rate to 60 percent—reducing escalations and truck rolls while contributing to an NPS of +71 for technical support. And ALLO is not alone. Wyoming-based Union Wireless also uses Support Cloud to be proactive. Using the call-outcome tracking feature in Support Cloud, they’ve reduced truck rolls by 30 percent and continue to improve.
Connecting Systems and Insights Enables Support Teams To Become More Proactive
Attaining support nirvana is easier said than done. That’s why Calix is always looking for new ways to give broadband service providers (BSPs) greater insight and visibility into the subscriber experience. With every release of Support Cloud, we deliver new capabilities to help you move from reactive to proactive customer support. This quarter, I’m most excited about two new features that make it easier for support teams to identify, resolve, and prevent subscriber issues. Let’s take a closer look.
1. Integrated EWI metrics streamline and speed troubleshooting. With the latest release, we’re making it even easier and faster for CSRs to troubleshoot issues. We’ve integrated critical embedded web interface (EWI) metrics (such as firewall, Universal Plug and Play, and LAN IPv6 settings) to provide greater access and visibility in a unified display. There’s no need to swivel-chair between different systems or log in to other applications—streamlining and speeding the troubleshooting process. This integration is key for support teams with call center vendors who may not have remote access. Visibility across systems helps them increase first call resolution and reduce escalation calls after hours. Even as we add capabilities to Support Cloud, we ensure the system is intuitive and easy to use to simplify CSRs’ lives.
2. Expanded Subscriber QoE Score helps resolve and prevent service-impacting issues. Introduced last year, the Subscriber Quality of Experience (QoE) Score in Support Cloud provides a comprehensive health check of the subscriber’s WAN service and Wi-Fi experience in a single metric. In 22.2, we’ve expanded the Subscriber QoE Score with a seven-day historical view of all data. Why does this matter? Subscribers will often wait to report an issue rather than calling the support desk when it occurs. Along with real-time data, CSRs now have access to seven days of data to help them diagnose and resolve problems after the fact. Support teams can also build a picture of network health over time. Through historical analysis, CSRs can proactively identify network problems and address them before they ever impact the subscriber.
Calix is committed to helping BSPs maximize their support operations with an evolving support platform that enables growth. We partner with our customers to develop new features and capabilities that will drive improvements across your business and the subscriber experience.
Check out our “Customer Support Blueprint” for KPI best practices to drive improvements across your support team.