New Strides for Customer Care Improvement

Both fixed and mobile service providers (MSPs) are changing how they view and manage their customer base.

Previously, the services these providers offered to their customers was limited. Even for MSPs’ services did not extend beyond simple voice and SMS.

However, the explosion in mobile broadband or data, along with the availability of smart phones and devices, has enabled customers to access multiple services each day. The long list of services available includes email and the web, as well as a host of third-party content such as social media applications.

Quality Becomes Critical

Quality has become a central theme in customer care solutions.

Along with the introduction of each new service or application, the underlying network technology now permits Quality of Service (QoS) to be determined on an individual customer basis. Moreover, many of the world’s leading Mobile Service Providers (MSPs) are now competing more on service quality rather than service quantity or usage. As a result, today’s service assurance solutions are evolving to address key aspects of customer care, in order to better manage the service providers’ customer base on an individual basis.

Read: Mobile Data Services: Give Me Quality, Not Quantity

The Importance of Service Assurance

But the benefits of customer care focused assurance solutions don’t stop there. Traditionally, the vast majority of customer care issues had to be resolved by Tier 2 or Tier 3 network engineering and operations teams. However, the volume of issues is increasing due to the increase in available data services, well as actual users. As such, this type of model is not sustainable.

Deploying a service assurance solution within a customer care environment allows Tier 1 or non-expert staff to troubleshoot basic customer affecting problems. The result is that customer care staff can then deal with a higher percentage of customer calls (issues) and deliver better service from the customers’ perspective.

Read: The Happy Effects of a Positive Customer Experience

In addition, there is an overall reduction in the failure or issue Mean Time to Repair (MTTR), which is an objective most Service Providers strive to achieve. Reducing MTTR not only minimizes the operational expenses involved in resolving customer affecting problems, but also lowers the potential revenue lost as part of any service outage. All of these positive outcomes contribute significantly to a service providers bottom line.

What Do You Think?

It’s hard to argue with a solution that improves the situation from both the customer and the provider viewpoints!

What are your thoughts on the matter? How do you provide continuous improvement in customer care while also improving the bottom line? Let me know in the comments below.

For information about how predictive analytics can help keep issues from affecting subscribers, read Minimizing Subscriber Impacting Issues with Predictive Analytics.

Written by Graham Kunz – Graham on Twitter | Posts by Graham
Graham is Empirix’s European Service Assurance Expert and he’s worked in the tech industry for nearly twenty years. More than 14 years of that time has been in Service Assurance, working with wireless customers and internal teams to understand and capture product requirements, as well as develop and introduce products. His global outlook, wireless technology knowledge and technical know-how provide him with an excellent perspective on the current and future direction of mobility and the wireless industry.

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