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| Operational Challenges in Asian telecom |
| - Posted by Anupam on Jun 6 2008 [General] |
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6th June 2008 Just a week ago, I stepped out of the warm embracing arms of the corporate sector and took a whiff of fresh air as a free man. It tasted exhilarating! Somewhat akin to the first few seconds in a bungee jump – fear, excitement, anticipation, sense of freedom and a feeling of limitless possibilities. Having spent over a decade in telecom operations, I found that I had often struggled with various operational challenges, and often wanted a forum dedicated to the needs of the operational professional, the one who is actually putting all those fancy technologies into production and struggling with how to increase revenue and cut costs while at the same time, increasing customer loyalty (the holy grail of the service provider!) So I spent some time on the net, trying to seek out operational forums and blogs. I did come across many interesting sites, but could not find what I was looking for. One blog index in particular – I would like to recommend http://www.voipnow.org/2008/05/top-100-telecom-industry-blogs.html . This is an index that carries reference to 120 telecom blogs. One thing that stands out is that they are all what I would call – “object oriented blogs” some specifically focussing on the telecom technologies, some on the handsets, some on the technological features that are just coming on the horizon. Therefore, all of them carry specific topical focuses, mostly technological. But where does the practical, operational telecom manager go to seek insights, perspectives, comparisons, advice on things like customer lifecycle management, customer experience management, retention of customers, revenue, channel partners and employees, B2B Account Relationship Management, B2C Channel Management, Segmentation techniques, how to get the maximum out of your Business Intelligence and a host of other topics? Hence this blog on ‘Operational Challenges in Asian telecom’ where the above challenges will be discussed, with the accent being on “real” which means that real challenges will be discussed and real, implementable possible solutions brought out. The only way this is going to be of value to all is if it is interactive. So please write in with your comments, criticism, requests or whatever else comes to mind! |
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June 7th, 2008 at 3:14 pm
I agree that the current phase of Asian telecom throws operational challanges requiring innovative and long lasting solutions.The telecon industry is passing through much mature and multi operator stage where product and technical innovations will not be enough.
“Retention of customers” remains one of the biggest challanges.Each player can copy,match or offer better tariff,product or vas to retain the customer, however that is not enough.The retention team need to think through and look at not only internal but external business environment and processes in place.
One needs to really understand the data of churn and loyalty beyond numbers and percentages and know:
1.what are the customer pains in service experience
2.what are customer aspirations from the service
3.how simple or complex is the customer interface while availing service
4.what are the channels of collecting cutomer feedback and how effectively are these used
5.how do we satisfy the customer that he is able to get the best offering in the current and fast changing products
6.how much customer sensitive are the various customer interface points like channel,billing and collection teams,service promotions and company oulets etc
7.customer processes adopted by other players
Therefore, the solution is going to come from an evaluation and constant improvement of all such processes and practices across various functions and not only from launching certain retention schemes. The challange has to be met collectively and not selectively within an organisation. Having that collective approach is a challange in its own.But it is unavoidable since the business is there to have CUSTOMER.