SCTelcom Achieves Zero Call-Center Churn and 30 Percent Reduction in Truck Rolls and Trouble Tickets, Named Winner of the 2021 Calix Innovations in Customer Support Award
“We are so proud to receive this award from Calix—connecting people is our passion, and our partnership with Calix has helped us deliver valuable, differentiated services that positively impact our members’ everyday lives,” said
SCTelcom has been a Calix customer since 2005. The cooperative began rolling out the end-to-end Calix Revenue EDGE solution in 2019, dramatically transforming its business. That includes increasing adoption of its managed Wi-Fi service by 20 percent since the beginning of
- Achieved 100 percent retention in their customer support organization. In an industry where call center churn is typically high, SCTelcom has registered zero support staff turnover in the last five years.
- Increased adoption of their branded CommandIQ mobile app to 75 percent. The app’s self-serve capabilities helped SCTelcom cut both help desk calls and unnecessary truck rolls by approximately 30 percent, resulting in lower operating costs.
- Driven a 95 percent take rate of ProtectIQ™ home network security. In just seven months—and only one year after launching—SCTelcom has achieved nearly complete adoption of ProtectIQ. This application protects members against malware, ransomware, and other types of increasingly sophisticated cyberattacks.
- Implemented the innovative 3/3/3 support program. The customer support team follows up with members at pre-set intervals (three days, three weeks, and three months after installation) to gauge satisfaction and gain feedback.
- Integrated Calix Support Cloud to track performance. SCTelcom routinely reviews Support Cloud dashboards and internal ticketing data to track KPIs and evaluate performance.
“We’re pleased to recognize SCTelcom for excellence in customer support,” said
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