Category: Quality Management
As the northern hemisphere of the world rapidly approaches the summer vacation season, many of your subscribers, and perhaps even you, plan to enjoy a
A recent white paper by network and subscriber intelligence provider Astellia revealed that mobile subscribers expect their operators to fix issues within one hour. Meanwhile, the operators themselves believe they have 24 hours to stay in their customers’ good graces. How can operators bridge the gap to find and fix issues before customers are affected? One of the biggest challenges in modern telco customer service is to stay ahead of the customer. We live in an instant gratification world, and nobody wants to waste time on a call that won’t go through or is too static-riddled to hear; even less desirable is spending time talking to support and waiting for a solution.