Nearly half of customer problems relate to handset configuration

Handset configuration
A new study from WDSGlobal has found that up to 47% of all technical support calls taken by mobile operators relate solely to handset configuration. This makes failed access to data services such as email, WAP and MMS one of the most time-consuming and costly support issues faced by the mobile industry today.

Based on research conducted across seven European call centre operations, WDSGlobal also discovered that without automated configuration services (which allow the support agent to remotely send configuration settings over-the-air (OTA) to the handset), such calls can take up to 17 minutes to diagnose and fix. This is almost twice as long as the average duration of a technical support call.

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