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Motorola Set to Reduce the Cost of Service

The Motorola unit that achieved a 56% improvement in problem resolution rates and a 10% gain in customer satisfaction is providing how-to training to clients. Motorola becomes a Certified Partner with Impact Learning Systems.

San Luis Obispo, CA, September 25, 2009 --( Motorola’s Broadband Home Solutions division now offers training to their cable and telco operator customers to improve customer satisfaction, achieve improved first-call resolution results, reduce call handle times, and decrease call escalation hand-offs. The positive impact of improving these measurements can be realized across the spectrum, from the end user in the home, to the operator, and back to the manufacturer. Customer satisfaction goes up for the operator, the risk of subscriber churn is diminished, service costs go down, profits improve, employee satisfaction increases and everyone wins.

Motorola’s Broadband Home Solutions offers a comprehensive portfolio of video, voice and data solutions for the service providers’ network to the home, in the home and beyond the home. This portfolio enables the operator to create personalized media services that increase average revenue per user while decreasing churn. The product line ranges from in-home equipment such as set-tops, broadband modems and home gateway systems to infrastructure equipment that aggregates, processes, protects and distributes media to the home.

In 2008, Motorola’s Broadband Home Solutions division partnered with Impact Learning Systems to rollout a comprehensive training program focused on diagnostic troubleshooting and effective customer service. Motorola achieved a 56% improvement in resolution rates resulting in a 10% improvement in customer satisfaction. “We couldn’t be happier with the results. Impact helped us surpass our service commitment goal to our customers,” said Mike Horton, Senior Director of Motorola’s Home Networks & Mobility division. By providing frontline representatives with both troubleshooting skills and customer service skills, the frontline representatives were able to improve their performance dramatically.

In an effort to contribute to the operator’s service and support success, Motorola achieved “Certified Partner” status and proudly offers the program to their cable MSO and telco operator customers. Impact’s Certified Partner program provided Motorola the vehicle to customize the programs, have their own trainers deliver the training, and manage the implementation process. “The Certified Partner program is designed for companies that want to influence how their products and services are represented in the channel. It gives frontline representatives in the channel the professional skills they need to provide consistent, exceptional service,” say Malcolm Carlaw, President of Impact Learning Systems.

Motorola is currently introducing the program to key clients. With ongoing service and support innovations such as this, Motorola expects to keep its leadership position in the video, voice and data solutions market.
Motorola Inc.

Motorola’s Home and Networks Mobility designs, manufactures, sell and service digital video system solutions and interactive set-top devices; voice and data modems for digital subscriber line and cable networks; and, broadband access systems (including cellular infrastructure systems) for cable and satellite television operators, wireless carriers and wireless service providers. For more information, visit at

About Impact Learning Systems
Impact Learning Systems International helps companies increase their bottom line by improving the communication skills of their sales and service agents. As industry leaders in understanding and improving the representative/customer interaction, Impact offers training, consulting and customized services to help the world’s most successful companies build top-performing teams.

Contact Information
Impact Learning Customer Service & Sales Training
Malcolm Carlaw
Impact Learning Systems International
San Luis Obispo
P.O. Box 14110

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