Operational expenses (OPEX) are a constant struggle for ISP teams because it doesn’t take much for your operations to become wildly expensive—especially when WiFi support calls are involved. Just as a quick refresher on what we mean, let’s go over some of the average costs for these kinds of calls:
While you can’t always avoid common support issues like high call volumes caused by complex WiFi-related issues, inefficient manual processes, and escalations and tech visits, you can minimize the impact they have on your team and your budget.
How to improve your OPEX with simpler troubleshooting
Not too long ago, we explored what exactly leading ISPs are doing to cut their OPEX and improve their bottom lines. In each case, the solution to the problem came down to their use of the tools available to them to simplify troubleshooting.
Troubleshooting is the biggest time sink ISP customer service teams face because too often, they don’t have the visibility they need. Without that visibility, they’re just taking shots in the dark.
Typically, ISPs will turn to solutions like CPE to give them this visibility. But between the issue of CPE fragmentation and the likelihood of consumers placing blocking devices on their networks, this is becoming less of a solution than a secondary issue itself.
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How CPE fragmentation is causing headaches for ISP
By focusing on universal solutions instead, ones that don’t rely on hardware to reach into subscribers’ networks and spot issues, you can:
- Achieve full visibility without having to budget for costly rollouts
- Simplify processes so agents can identify issues quickly and accurately
- Provide agents with the tools they need to resolve issues without escalating
This gives your team the flexibility to cut down on your biggest expenses, improving your OPEX without sacrificing on subscriber experience.