Customer experience

Driving customer satisfaction and loyalty

Today’s consumers have choices. Deliver the services they demand better, faster and cheaper, and you succeed. Fail and it’s likely they will find another provider who can. Earning satisfaction and loyalty means providing the best customer experience possible at a cost that is right for them—and that’s where our experience can help. We analyze service issues and costs, identify improvement opportunities, and design and implement best-in-class processes, training and device and service management solutions.

Tap into customer experience know-how to:

  • Improve service quality, customer satisfaction and net promoter scores
  • Resolve problems quickly, reduce call time and optimize customer networks remotely
  • Reduce technician call-outs and product returns
  • Evolve service management strategy

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Field service optimization

Improvements in field services operations pay off big! Reduced truck rolls, fewer customer calls and efficiently routed technicians translate to OpEx savings. Improvements in customer communications and first-time problem resolution help drive higher customer satisfaction.

CommScope offers consulting, process analysis and the WorkAssure Field Solutions Portfolio to drive these improvements.

WorkAssure consists of four products that can be deployed together or independently:

  • WorkAssure Forecast—resource quota management
  • WorkAssure Perform—field service optimization
  • WorkAssure Router—street-level routing intelligence
  • WorkAssure Arrival—subscriber appointment reminder
Driving customer satisfaction, saving millions
Case Study

The proliferation of networked devices in the home has resulted in complexity that could hardly have been anticipated a decade ago. Consumers frequently turn to trusted service providers for quick, low-hassle resolutions to technically challenging questions. As one service provider found, customer support representatives (CSRs) don’t always have the expertise to troubleshoot device problems, resulting in unnecessary and costly returns.

When investigating the problem, CommScope found that many of the returned devices were without defect yet were automatically replaced with a new device—driving up costs and technician time. Having identified the root cause, CommScope revised faulty protocols and delivered enhanced CSR training that reduced returns and “no trouble found” (NTF) rates. The service provider realized almost $2 million in annual savings, reduced churn, and noted a marked uptick in customer satisfaction that left them better able to compete for today’s demanding consumers.

Additional resources

  • A1A49B8B-5D80-4C0C-9DBB-88D27D401C49 Created with sketchtool.

    CommScope Professional Services— managed staff augmentation

    This case study looks at how CommScope expert resources joined nationwide cable operator to develop a uniform user experience across multiple devices.
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    Consulting services increase ARPU and customer satisfaction

    This case study highlights the consulting provided by CommScope to a North American service provider's call center leading to reduced churn & increased revenue.
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  • A1A49B8B-5D80-4C0C-9DBB-88D27D401C49 Created with sketchtool.

    WorkAssure Perform Reducing Repeat Service Calls

    This white paper evaluates the improvement in truck rolls and repeat services calls that came when an cable operator implemented WorkAssure.
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    The Role of Net Promoter Score in Customer Experience Management

    This white paper looks at the importance of the Net Promoter Score and services for implementing an NPS program.
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    RMA Optimization Delivers Dramatic Results

    This case study looks at how CommScope consulted with a service provider to improve their call center performance and reduce returns.
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  • A1A49B8B-5D80-4C0C-9DBB-88D27D401C49 Created with sketchtool.

    Call Center Quality Assurance Drives Efficiency and Customer Satisfaction

    A North American tier one video and data service provider had issues with the effectiveness and efficiency of its care. Notably, this was seen in customer satisfaction and general call center efficiency. This report addresses the turnaround in customer experience and call center performance driven by ARRIS Global Services. After implementing these changes the operator saw a 60 percent increase in customer sat and an 8 percent increase in first call resolution.
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