 |
 |
||
|
|
||
Can 3 Techs Boost Quality of Service?
There is a disparity between the quality of some rural and urban broadband customer service, a dangerous path for operators to take as new competitors in fixed wireless and alternate technologies target this market. But focusing on customer experience before new offerings arrive can help service providers fend off competitors when competitors come and offer lower prices, according to one CX executive. "There are inequalities in the quality of service between the rural areas and big cities. There is a difference in infrastructure (which is more developed in urban areas), leading to quicker broadband and network services in urban areas, and a rather poor network quality in rural areas," Mauro Zullo, director of Business Development at Bulb Technologies told Broadband World News. Rural customers are subject to more latency and more frequent line-drops, he said. Since these network interruptions impact the entire customer experience, there is a decline in the quality of the network infrastructure and the overall quality of service delivered to customers in rural areas, he added. Regardless of subscribers' location, three technologies are critical to enhancing CSPs' quality of service, said Zullo. The combination of automation, data analytics and artificial intelligence allow providers to improve customer experience, retention and upselling opportunities. "The complexity of today's telco's legacy systems often delays answers to solving network issues. And a lack of trained agents at the first line of call means telcos are often led to send engineers on site (which is very costly when going to remote areas) as visibility on the network is limited, when most of the issues could be solved remotely," he said. "Using an automated platform that can sit on top of existing infrastructure elements, collect information from the network and provide automated processing of diagnostics and troubleshooting will greatly reduce the amount of calls that are coming in and the amount of technician they will solve a problem, in most cases, before it gets to the customer care agents," Zullo added. CSPs can use AI for upselling, product recommendations, price adjustments, competitive pricing strategies and more, he said. These tools also are helpful for personalization-mapping, said Zullo. "This enables customer care teams to be notified to troubleshoot network and service issues before customers have even noticed there was an issue. Moreover, tailored, contextual upsell campaigns and promotions can be developed for automated delivery through any channel," he said. "The more a CSP knows its customers and reacts proactively to their problems and needs, the more customers will love and trust their CSP." Related posts:
— Alison Diana, Editor, Broadband World News. Follow us on Twitter or @alisoncdiana.
|
Latest Articles
Here's where you can find episode links for 'The Divide,' Light Reading's podcast series featuring conversations with broadband providers and policymakers working to close the digital divide.
As we have for the past two years, Light Reading will present our Cable Next-Gen Europe conference as a free digital symposium on June 21.
Charter has sparked RDOF work in all 24 states where it won bids. The cable op booked about $19 million in RDOF revenues in Q1, and expects to have about $9 million per month come in over the next ten years.
As we have for the past two years, Light Reading will stage the Cable Next-Gen Technologies & Strategies conference as a free digital event over two half-days in mid-March.
Launch of 2-Gig and 5-Gig FTTP tiers in 70-plus markets puts more pressure on cable ops to enhance their existing DOCSIS 3.1 network or accelerate their upgrade activity centered on the new DOCSIS 4.0 specs.
 WebinarsARCHIVED
Wednesday, September 14, 2022
1:00 p.m. New York / 6:00 p.m. London When your broadband business adds new services and connected devices, do they also add complexity, slowing customer support teams as they navigate multiple data sources to uncover connectivity issues? We’ve worked with hundreds of support teams to help them implement a subscriber experience management platform that gives greater visibility into subscriber issues. They can proactively troubleshoot amid complexity—improving the subscriber experience and raising customer satisfaction ratings like Net Promoter Scores. Join this webinar with experts from Calix and global research leader Omdia who will share exclusive research about how you can:
|
|
|
||
