"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... 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. However, where OTA services were available, the call handling time dropped to just four minutes, making it one of the fastest fixes...
Top Five Technical Support Enquiries
* 47% Handset / Service configuration (WAP, email, MMS etc)
* 25% PC to Mobile modem connectivity
* 12% PIM synchronization
* 8% Application usability issues
* 8% PDA to Mobile connectivity (modem and synchronization)"
