What's your Total Cost of Delight?

In the mobile industry, most contact centers measure success in terms of calls per hour or minutes per call.

Big mistake.

For something as complex and customer-critical as mobile device support, it just doesn't work. You may have got the caller off the line within a two-minute window, but if the quality of the service offered and the solution provided doesn't fix the caller's problem -he'll be back. And he'll keep coming back until the problem is fixed.

The result: your contact center metrics look great, but your actual cost of supporting the user is five times too high - and the user is still furious at you .

We need a new way of looking at support. A way that takes into account the total cost of getting new users up and running on all the new services they want to use.

At WDSGlobal, we like to think of it as TCD, the Total Cost of Delight. And everything we do is designed to drive it down while driving satisfaction levels up. A few examples of how we use information to improve user experiences and get revenue flowing.

• Automated, over-the-air configuration services
• Specialist Support Centers that actually solve problems, then publish the results
• Self-support websites that direct users straight to the information they need
• WDS LaunchPad super-support and knowledge capture for the all-important launch phase of a new device or service

Explore our Solution Portfolio to discover more about the WDSGlobal services and products.

This page was last updated on Wednesday, November 7, 2007.