Universal Electronics Inc., a maker of remote control products and other forms of connected home technologies, claimed that its Technical Support Services Call Center has saved cable operators more than $15 million by reducing the number of truck rolls by more than 300,000 (at an estimated savings of $50 per truck roll) and handling more than 30 million live and automated subscriber calls to date.
UEI’s Technical Support Services offers inbound and outbound calling services to proactively resolve common issues that lead to support calls and truck rolls. That includes field calls assisting techs on-site on the day of repairs, sales order entry calls, and pre- and post-repair and customer survey calls.
The company also claimed that the offering has reduced trouble calls by up to 20%, with an average of 9% to 11% drop in pre-repair and troubleshooting calls.
UEI said its Technical Support Services clients include tier 1 cable ops as well as members of the National Cable Television Cooperative, a group that buys programming and equipment for hundreds of independent cable operators.
“Our Technical Support Services Call Center has played a substantial role in helping the pay TV community reduce costs and drive customer retention,” said Brian Dean, senior director, technical support services, at UEI, in a statement.
For more news from SCTE Cable-Tec Expo 2015, please visit the Multichannel News microsite dedicated to the event.
