The Telecommunication Industry is an industry where there is no lack of information. Examining Telecom data permits exciting insights, including, estimating the client shake.
Customer frustration occurs when a service is unavailable due to maintenance work, despite the fact that a downtime alert is broadcast. We can assume the clients' situation if the unavailability were due to a network outage or a system malfunction. Telecom companies cannot guarantee quality service if they cannot identify the network outage, upfront. There are too many network devices connecting various geographies stretching thousands of miles and predicting the malfunction of any of these is a tedious task.
Service desks’ manual process of routing the incidents received from customers to appropriate resolver groups introduces questions on brain-drain (inappropriate usage of knowledge workers). This activity will bring down the throughput rate significantly and this manual process is prone to human errors. Research has shown that significant amount of time is spent in re-assigning incidents to correct resolver groups, which were earlier assigned to inappropriate resolver group. This rigmarole introduces risks of missing the service level agreements & paying huge penalties for the slippages.
Of late, Internet has become an essential commodity in ones life. Due to the burgeoning demand and uncertainties, the prediction of network bandwidth peaks has become a challenge to the network providers. This is causing an imbalance in catering to the necessities of customers by the network providers. Often, these providers are left with improper strategies pertaining to Marketing and Pricing plans.
For an improved outcome of meeting, we need an effective clarity in the communication medium. There are lots of instances where many big deals have become void just because of low quality in the call. Connection issues result in dissatisfaction for employees. Frequent disconnection, voice degradation during the call adds to the frustration of an employee, resulting in company resorting to high cost equipment.