Tag: Quality Management
The World Cup goes to… the roaming fans
The World Cup is now behind us and what a busy few weeks it has been. We at iBasis have kept a very close eye
Service Management – How Dedicated Analysis & Management Support Work
By working very closely with our customers, we have observed the real challenge of keeping up with high consumer demand, especially during high peak traffic
Is Customer Experience Management Your Top Priority (Like 68% of Operators?)
Customer experience management is emphatically the top priority for operators, with 68% of participants citing it as their number one strategic priority, and 82% viewing
Surviving Summer Roaming Traffic Jams
Better yet, avoid traffic jams by staying up to date on traffic trends and planning in advance the summer “Black Saturdays” high peak roaming traffic in Europe and ensure service continuity.
During the summer, iBasis experienced 8 to 10 fold increase in the number of unique roamers and of LTE signaling traffic compared to last year especially we observed tremendous spikes in roaming traffic during the summer “Black Saturdays” – the weekends marking the highest travel periods in Europe.
Quality Management: Are You Finding Your Customers’ Problems Before They Do?
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.