Fixed Wireless Internet Support: Not the Same as Broadband
Fixed wireless internet support calls look like broadband support calls on the surface, and that superficial similarity is the single biggest reason carriers staff them wrong. The subscriber calls about…
Hotel Phone Conversion Rate: The Metric Revenue Teams Skip
In every hotel group I’ve worked with, the hotel phone conversion rate is the one revenue number nobody can produce on request. The front office knows how many calls came…
eSIM Activation Support: Where the Switch Gets Stuck
The carriers I work with have seen esim activation support calls climb steadily for the last three years as the physical SIM goes away across every new device launch. The…
Telecom Retention Offers That Don’t Reward Threats
Every carrier I’ve worked with runs into the same problem with telecom retention offers eventually. The save desk closes a decent percentage of calls where a subscriber threatens to leave,…
Support Platform Selection: Decisions Nobody Remembers
The person who chose your current support platform has probably left the company. She drafted her specific requirements at a particular moment. They responded to a specific set of operational…
Roaming Billing Support and the Post-Trip Surprise Call
A customer returns from a two-week trip to Europe on October 2nd. Her phone worked throughout the trip. She checked messages, made a few calls, used data for maps and…
Open Ticket Backlog and the Metrics It Quietly Breaks
Every support operation has a quiet pile of tickets that nobody is actively closing. They exist in the system. They have statuses that are technically open. They were created days…
Multi-Line Account Support and the Second Line Problem
A mother calls her mobile carrier because her daughter’s line, which is on the same family account, has stopped receiving MMS messages. The IVR asks her for the number on…
Itinerary Change Handling and Group Travel Complexity
A family of five tries to change the return date on their vacation booking. The self-service portal lets them do it for one passenger and then asks them to repeat…
Quality Calibration Process for Consistent Quality Decisions
The calibration session starts at 10 a.m. on a Thursday with six QA analysts in a conference room. The lead plays a recorded call. Everyone scores it individually. Then the…