Facing a 40% churn rate for a group of subscribers, one operator turned to Tektronix Communications to solve their $2.6m call drop issue.
The high dropped call rate that went undetected for 7 months while using another vendor's tool was isolated and fixed quickly with Tektronix Communications.
The $2.6 million challenge
One of the most frustrating subscriber issues is a dropped call. The experience of calling a mobile operator's customer care department to report dropped calls can be even more frustrating. The subscriber is often inundated with technical questions about their mobile phone, operating system release number, and other questions that ordinary subscribers just can't answer. They simply want the problem fixed.
Research shows that call drops, even at a 2% rate, can lead to customer dissatisfaction and churn. When dropped call rates reach a level of 20% or more, there’s the risk of long term reputational damage. This was the challenge facing our customer, a mobile service provider experiencing failures of 21.8% for a data card they introduced into their network.
Users of the card regularly experienced timeouts when visiting websites and accessing email. Because network performance indicators were unable to detect the call drops, the issue went undetected for 7 months. Customer complaints escalated. Over that period, the churn rate for users of the data card reached 40%, costing the provider $2.6m.
Customer support calls are up 25%. Half of these calls go unresolved.
Isolating the problem
Working with Tektronix Communications, engineers were able to isolate connection drops to the specific USB data card manufacturer. Optimization reports determined that these particular data cards were not accepting the radio resources the network provided. With this information, the operator turned to the card manufacturer. The manufacturer determined that a bad data chipset was causing the high dropped call rate, ultimately costing the carrier $2.6M.
Tektronix Communications' handset benchmark report and root cause analysis provides the industry’s most powerful application for solving call drop issues. Our solutions allowed our customer to isolate and resolve the issue immediately and begin the process of replacing the remaining customers’ data cards. Subscribers left customer care calls with a positive attitude, helpful information, and the assurance that the call drop problem was being resolved quickly.
The following Tektronix Communications' solutions help operators resolve call drop issues:
TrueCall® The world's only real-time geoanalytics platform that lets operators study call traffic and locate dropped or failed callsl
Touchpoint CQM Customer Query Module that lets Tier 2 care personnel view customer service usage, summarize the customer experience over time, and rapidly resolve trouble tickets.
Iris Session Analyzer Call trace tool that allows users to easily inspect complex session flows to identify trouble spots.