Reducing some of these types of problems allows service representatives to focus on resolving more complicated issues and optimizing their customers wireless experiences.

The study found that overall customer care performance scores average 739 in 2010, an increase of 13 points during the past year. The improvement is due to increased firstcontact resolution and shorter wait times. Verizon Wireless ranks highest in customer care performance with a score of 753, followed closely by TMobile with a score of 752. ATT ranked below the industry average with a score of 733 followed by Sprint Nextel at 721.The study also finds several key wireless customer care patterns The rate of customers that report having contacted their carriers care units has decreased by 3 percent during the past six months, with ATT and Verizon customers stating particularly low contact rates. During the past six months, the number of customer contacts pertaining to credit issues such as overdue balances and credit extensions has increased by 50 percent. Sixteen percent of customer phone contacts result from proactive calls or text messages originated by the wireless carrier. This has proven to be an effective way of limiting some potential issues from escalating, as customers who contact their carrier after receiving these communications are more satisfied 751, on average than customers who do not receive proactive contact from their carrier 738.