February 8, 2022 by Christina Wilson

Four Ways You Can Maximize Call Time and Improve Subscriber Engagement


Christina Wilson

Regional Vice President, Customer Success Services, Calix 


Calix Customer Success has a clear mission. We’re here to help broadband support teams become super-efficient. That way, they save time and money—all while making subscribers happier and loyal to the core. Over the years, we’ve worked with hundreds of broadband service provider (BSP) customers. Along the way, we’ve collected a number of best practices about how to make support calls incredibly efficient. Our top four are below. I invite you to read them and email me at christina.wilson@calix.com with your own best practices, questions, and tips!

  1. Eliminate “swivel-chair" and see everything about the subscriber in one place. Customer support teams want to solve customer issues in the fewest possible steps. To do that, they need quick access to the right information. You can do just that thanks to the new integration of Calix Support Cloud and the NISC ticketing system. Now, customer support representatives (CSRs) have a consolidated view of the subscriber. They can see helpdesk tickets, troubleshoot issues, and resolve or escalate (if necessary). With fewer clicks to access subscriber information, CSRs significantly reduce average call times. For example, Silver Star Communications estimates the integration will cut their call times by 13 percent. And this is just the first of many planned integrations of Support Cloud with leading support tools.
  2. Access useful data about your subscriber directly in Support Cloud to streamline calls. Subscribers find few things more frustrating than answering the same questions over and over. You can reduce this frustration by using data and insights directly in Support Cloud. For example, Support Cloud tells you how many times a given subscriber has called recently and how those calls were resolved. This dramatically streamlines every interaction. Outcome logging lets you monitor experience key performance indicators (like caller type and frequency). You can also proactively identify and initiate workflows for high-churn risk customers.
  3. Identify patterns and trends to become more proactive. With proactive customer support capabilities, your team can stop reacting and start getting proactive. Support reps can pre-emptively identify possible issues and resolve them before they reach crisis level. Automated data visualization and dynamic filtering in Support Cloud makes it easy to track trends over time and act on that data. The result? Decreased inbound support calls (and the costs associated with them) and improved customer experience.
  4. Take a holistic view of the subscriber experience to avoid future problems. Support Cloud’s subscriber quality of experience score offers insight into subscriber experience. The score incorporates real-time and historical metrics. It measures whole-home Wi-Fi efficiency, individual client efficiency, WAN service, and WAN continuity. The score lets you see issues that may be affecting performance—even if the subscribers are not yet aware—and take proactive steps to address them. Armed with these insights, you can increase first call resolution rates and reduce unnecessary truck rolls. For example, SCTelcom leveraged the power of Calix Support Cloud to reduce truck rolls by 30 percent.

Create a better customer experience today. Schedule a demo and see how Calix Support Cloud can help make your support more efficient.