Telecom Service Providers can benefit from improved customer service, order entry and provisioning

Industry

Telecommunications service providers (“TSPs”) can use Comprehend to improve customer service, order entry and provisioning processes across wireline, wireless and broadband customer bases.

Problem

41% of all customers switching telecommunication service providers point to poor customer service as the driving factor¹. The challenges with quality customer service start with the very first customer interaction involving the service ordering and provisioning process. A “perfect order” is an order where the customer receives the correct equipment, services and rate plans with service delivered and turned-up on-time. However, with the complexities of order entry, equipment delivery, circuit design, facilities assignment, billing, and field engineer coordination, a perfect order can be elusive.

Challenge

Perfect order rates often run well below 75% leading to excessive costs related to repeat calls back into the call center from the customer, and repeat field technician dispatches. In addition to the cost impacts, significant revenue is lost in the delays to the start of service and the impacts of the poor service on the customer’s desire to switch providers, or order more services in the future.

Solution

TSPs deploy Comprehend to understand the root causes of failures. Comprehend passively creates a data-rich event for every step of the process, from the sale and order entry all the way through to the first bill and customer survey for every order. Analyzing these events provides details of process failures leading to rework, bottlenecks and delays with meaningful insights into the people, process and technology root cause issues. Armed with this information, TSPs are able to improve the order entry and provisioning process quickly through a series of targeted initiatives.

• People-targeted training based on agent level quality scores identifying agents both requiring training and star-performers capable of mentoring.
• Process-a real-time expedite list for orders can be created to ensure that all orders stay on-track and are provisioned on-time.
• Technology-proactive emails and alerts initiated to confirm in simple language the order, turn-up date and expected first bill providing early warning of delays and customer impacting errors.

Results:

• Significant reduction in initial truck rolls/technician dispatches; further reduction in repeat truck rolls
• Increased revenue from quicker, on-time installation
• Reductions in problem calls
• Reductions in churn/disconnects
• Increased upsell/cross sell opportunities

OpenConnect Comprehend helps enterprise customers around the world optimize processes, eliminate inefficiencies and boost workforce productivity.

1 Source: CFI Group Report, “How Customer Satisfaction Impacts Telecom and Cable’s Battle for the Consumer”