White Papers

Network Powered Analytics at the Point of Care: Reduce handle times by 60% and save customers

With margins and cash flows under competitive pressure, a Tier 1 wireless operator was looking for ways to reduce care costs, improve customer experience, all while saving customers. comScore’s XPLORE Customer Support Manager (CSM) was deployed to 9000 care users to pull together network, device, and customer information at the Point of Care, so that a customer service representative could use an integrated dashboard to quick diagnose a customer problem and drive a first call resolution. By utilizing network, device, and customer data in a familiar, yet integrated interface, the XPLORE CSM provided customer service representatives the insight to drive: 1.5% reduction in handset returns, 60% reduction in Average Handle Time (15 minutes to 6 minutes), and saving 20K customers from defecting annually. The XPLORE CSM deployment is saving the Tier 1 wireless operator over $30M annually.