Achieving Excellence: How To Advance Through the Customer Service and Support Continuum

Every broadband service provider (BSP) is at a different stage of the service lifecycle, but many share aspirations to reach the gold standard of service excellence. Calix’s five-stage customer service and support continuum is designed to help guide your service operations today and provide a framework for achieving service excellence in the future.
 

Technology is helping power this transformation, and so are your people. Your frontline employees are not just workers; they are your brand ambassadors, recommendation engines, and educators. They’re the secret to exceptional subscriber experiences from the point of installation throughout the subscriber’s journey.

Workshops That Work

One highly valuable way we support your frontline support teams is by building their knowledge, maximizing their efficiency, and boosting their confidence with Calix Success. Support teams—including network operations, field technicians, and customer support representatives (CSRs)—can take advantage of a range of customized, immersive workshops covering technology, systems, and best practices, as well as hands-on labs and in-field installation demonstrations at subscriber locations. Workshops provide specialized support for one or more Calix SmartLife^™ managed services while moving your team along the support continuum.
 

BSPs that have engaged in our workshops report resoundingly positive outcomes, including faster installation times and a 70 percent drop in non-optimized installation repeat site visits. Our most recent workshops focused on launching Calix SmartHome™,  Calix SmartBiz™, and Calix SmartTown™ to ensure great experiences for subscribers, local businesses, and communities.
 

When your frontline teams participate in our workshops, they are not just learning; they’re gaining the confidence and proficiency to handle the key capabilities and benefits of SmartLife managed services. This hands-on experience ensures that BSPs are fully prepared with all the technical steps to activate and run the new service. Knowledge is indeed power, and, with our workshops, every team member is equipped to succeed.

Advancing to the Next Stage

Advancing through the continuum has a measurable impact on your business. Adopting a proactive approach to support allows you to increase productivity and improve subscriber satisfaction. Introducing self-service capabilities takes the pressure off your support team, reducing inbound calls and unnecessary truck rolls—and the corresponding operational costs.
 

At the same time, you’re elevating the role of CSRs, giving them the freedom to focus on higher-value subscriber management. These efforts ultimately lead to higher Net Promoter Scores℠, lower subscriber churn, and increased employee retention.
 

Progressing along the support continuum takes focus and commitment, which can be particularly demanding for smaller BSPs. Lean on Calix Success for the guidance, recommendations, and resources you need to remove roadblocks, deliver exceptional experiences, and thrive in this new era of differentiated managed services.
 

Book your Enablement Workshop with Calix Success today and learn how to achieve service excellence.
  

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc. and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company Inc., Satmetrix Systems Inc. and Fred Reichheld.