July 2, 2022 by Martha Galley

Want To Transform Your Support Operations? Start by Tracking KPIs

support kpi

Martha Galley

Executive Vice President, Customer Engagement and Services, Calix


How can broadband service providers (BSPs) differentiate themselves from their competitors and grow their business? They accomplish this by delivering exceptional subscriber experience. However, many support organizations find it challenging to identify the key performance indicators (KPIs) that will help them continually improve that experience.

Tracking KPIs can help you transform your support operations and achieve your business objectives. You can dramatically increase support efficiency, reduce operational expenses (OPEX), and boost subscriber satisfaction. Conversely, ignoring these metrics can result in higher support costs, lower satisfaction rates, and increased subscriber churn. 

We know it can seem overwhelming to get started with KPIs. What are the most important KPIs to follow? What data do you need to collect? What tools should you use? Calix is here to help you. With Calix Support Cloud (Support Cloud) and Calix Premier Customer Success Services, we can help you transform your support operations using KPIs. We’ve enabled hundreds of BSPs to succeed by taking a more data-driven approach to support. Working together, we can do the same for you.  

New Ways To Reduce Call Handle Times, Increase Satisfaction, and Decrease Problem Escalation  

Following our latest quarterly software release, I’d like to share three new ways Calix helps BSPs improve against support KPIs and contribute to broader business objectives.  

1. Reduce call handling times and improve first call resolution with Subscriber QoE Score. The industry-first Subscriber Quality of Experience (QoE) Score in Support Cloud gives customer support representatives (CSRs) a holistic view of network health, from WAN services to Wi-Fi—helping them identify and resolve issues quickly. We’ve now added seven-day historical data to provide deeper insight and accelerate further troubleshooting. Service providers like Forked Deer Connect, LLC expect the expanded QoE score will help cut call handling times by at least 27 percent, while increasing first call resolution.  

2. Increase subscriber satisfaction with expanded language support. To address the growing U.S. Hispanic population and open international opportunities, Calix added Spanish language capabilities to Support Cloud and the CommandIQ® mobile app. Now support teams can more effectively serve their Spanish-speaking communities—increasing subscriber satisfaction and building loyalty.  

3. Reduce problem escalation with new network health insights. To make it easier for CSRs to identify the root cause of complex problems, we’re making consolidated WAN health insights from Calix Operations Cloud available directly in Support Cloud. This integration will help increase support team efficiency, reduce resolution time, and, importantly, reduce costly escalations to Tier 2 support. 

In this issue of the Customer Support Beacon, you’ll learn how you and your support teams can use KPIs to strengthen your support operations and elevate the subscriber experience. We share real-world best practices from the Customer Success team, connect you with important resources to help you become even more data-driven, and offer insights on how other industries tackle performance measurement.    

As always, Calix and our entire community are here to help you achieve your customer support goals. If you have questions or feedback about how we can help you meet and exceed your objectives, email me at martha.galley@calix.com or connect with me on LinkedIn