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Are there too many calls to your call centres, trucks rolled, engineer visits and box swaps, all because of the absence of early information from the last mile of the TV service.
Whether IPTV, cable, satellite or OTT, early fault information delivering the correct information to the call centre representatives (CSR) will enable the correct outcome to be identified quickly and pro-actively.
Swapping a set top box used as a short-term fix is expensive and counter-productive. It addresses the problem, but not the cause.
The key is early intervention, resulting in a virtuous circle or cost reduction and money saving. This means that resource for fixes can be prioritised and an automated voice message can be utilised to reassure customers that a fix is being completed, without a $5 cost of call to the call centre.
By reducing the call time and improving the outcomes, customers receive a more effective service, which is more surgical in its approach.
By reducing the time that a customer has to wait to speak to an operator and also by providing the CSR with relevant information related to that caller’s device, the customer is handled more professionally and the average time spent on a call (and hence this cost) can be reduced.
This in turn could mean that fewer CSR are required within the Call Centre to handle the same projected number of calls. MiriMON® provides the correct solution to be taken by the CSR, based upon information from every STB or device in the network and root cause analysis of this information. Correct outcomes mean shorter call handling times, fewer, truck rolls, box swaps and no fault found diagnoses. This means reduced costs for the network owner.
To find out how you can improve your call-centre and customer experience just enter your details below:
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