New Survey Shows Mobile Operators can Save Billions.

"InnoPath Software... today announced the completion of a yearlong analysis focused on frontline customer care for mobile operators, with an emphasis on the growing smartphone support problem. The study found that the rising popularity of smartphones and data services has led to longer, more complex support calls, which are much more expensive for mobile operators to resolve. These longer calls resulted in global costs of $3 billion directly tied to customer care. Additionally, operators able to deliver higher First Call Resolution (FCR) of consumer issues with shorter, more efficient call times enjoyed significant advantages in customer satisfaction, brand equity, reduced churn, and ultimately, better financial outcomes."