Zoey

Zoey self service testing interactive voice response system improves customer satisfaction and reduces churn

Your Challenges

Subscribers have grown accustomed to nearly flawless voice service over the Public Switched Telephone Network (PSTN) and expect the same with Voice over Internet Protocol (VoIP) networks. So it should come as no surprise that many operators are experiencing an increase in customer complaints due to the recurrence of echo and noise along with packet based impairments. As a result, many operators are spending too much time and money on unnecessary truck rolls because they are unable to properly qualify customer complaints.

How We Can Help

Zoey is an automated interactive voice response system that customers can call directly anytime they suspect there is a problem with their phone line. The Zoey test system resides on the Tektronix Communications PowerProbe service quality tester and provides easy to understand results over the phone and stores a full set of metrics on the DirectQuality operations support system (OSS) server.

Features and Benefits

  • Automated testing reduces customer support cost by providing more accurate and complete information that avoids costly service dispatches and reduces technical support workload.
  • Interactive customer self service testing enables self-install customers to resolve issues faster and experience a higher Quality of Service.
  • Central storage of test results provides accessibility to operations staff and field technicians. For example, customer care agents can call up specific diagnostic measurements when a customer calls with an issue.
  • 20 key Quality of Service metrics can be derived from automated testing.

Self Service Testing

The Zoey interactive voice response system allows customers to perform automated self service testing without involving a customer care agent or waiting on hold to issue a complaint. A user with an issue simply calls a number that is provided by the operator and connects to the interactive voice response system that runs through a series of tests. The Zoey test system stores the results in the DirectQuality central management server where they can be easily accessed by customer care agents.

Zoey’s tests provide more detailed and accurate information than subscriber s’ qualitative description of the issue. This approach substantially reduces the time required for the agent to diagnose the subscriber’s problem. Providing a self service testing option empowers customers ands make them more willing to work through issues and less likely to unsubscribe. The Zoey test system can also reduce the time customer required by a customer to report a service problem by at least two minutes. The quantitative results provided by Zoey can help eliminate unnecessary truck rolls. A typical truck roll can take three hours at a cost of $75 per hour. Elimination of four truck rolls per day can save close to $1000 per day.

The Zoey test system empowers Network and Field Operations by providing a higher volume of higher quality, actionable data and reduces the need for dispatching a technician. Customer Retention groups can improve customer satisfaction by resolving problems faster and delivering a higher Quality of Service. In addition, resolving issues faster helps improve customer loyalty.

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