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How To Assure Network and Service Quality

People are more connected than ever. We call, text, email, message, tweet and view streams of data across multiple communications channels every day. For telecoms providers, this increases the importance of maintaining robust service quality.

According to research from Teleco Professionals, 75% of telecoms service providers make network quality a key selling point, and yet, “50% of subscribers may churn this year because of it.”

When networks were smaller, maintaining service quality wasn’t as challenging. These days, network providers need to work with multiple partners and suppliers, and are supporting the needs of many more customers, most of them using the infrastructure and systems to stream a heavier volume of data. Networks are investing more to ensure consumer and business needs are being met, now and into the future.

Assuring Service Quality Telecoms network providers, partners and suppliers all have a role to play in ensuring network quality is maintained.

1. Forget about fault management

Managing service assurance is far more complex, more strategic than the traditional role played by the teams and partners/suppliers that fixed faults and responded to service issues. Traditionally, that was a reactive role. Now the work involved is proactive, with an emphasis on detecting issues before they become a problem and avoiding downtime at all costs.

2. Managing and sourcing an information flow

Detecting potential faults are more complex. Telecoms providers need to position themselves in the centre of a proactive information flow. Data needs to come in from multiple sources, from partner networks, complex value chains and thousands of other inputs, including monitoring systems for billions of pounds of hardware spread across the UK and worldwide.

3. Service and hardware inventory and repair records

One of the most effective ways to know what/when repairs are needed is to maintain digital records, in real-time, connected to an inventory of network hardware and systems. Integrating repair records with asset management systems gives those responsible for maintenance another way to check when upgrades are needed, which helps to ensure that downtime is kept to a minimum.

4. Service Level Agreements (SLAs) aligned with demand and business objectives

Maintaining network service quality need to align with two core objectives: The telecom provider’s aims and consumer demand patterns. Providing the two are aligned, performance targets and a program of continuous improvements should eliminate or reduce temporary problems that can cause network failures and customer dissatisfaction.

5. Proactive retention strategies

A certain percentage of customers will always churn – leave the network – but your provider shouldn’t be complacent. Every lost customer is lost revenue, and 50% will leave networks as a direct result of call/data quality. Solving problems quickly – ensuring issues are relayed from customers service staff – is one of the most effective ways to keep churn to a minimum. Investing in next generation maintenance and service assurance systems is another way to avoid quality issues costing networks money. Customers need to see that their providers are proactively striving to improve their experience.

What does this mean to your business?

Use the points above to benchmark providers when choosing business telephony solutions or if you’re thinking of switching providers. Downtime and poor service costs your business money, potentially negating the savings you may make with a cheaper provider. Moving to the Cloud will deliver significant cost savings. However, service quality must override price as be a key factor in your decision.

In Conclusion

Communications downtime either through human error or because of cyber-attack or disaster does happen; therefore, you’ll want to work with a business telecoms provider that will support your organisation in getting back to business as soon as possible. Ask about their business continuity plans and how they will support you.

Our expert team will guide you through the necessary considerations and help you assure network and service quality. Speak with us on 0800 054 2576 or email

Download Our Worksheet: Emergency Communications Plan worksheet

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0161 788 0000

We pride ourselves on offering businesses award-winning customer service and first-class advice on every aspect of business communications. We would love to learn more about you and your specific communications needs, so please get in touch.

Manchester University NHS Foundation Trust

The Trust has a long-standing relationship with Incom-CNS and considers them an important partner. The Mitel solution has delivered the increased resilience required for our critical services.

Premier Holidays

The Mitel solution from Incom-CNS has helped us to save money, improve our flexibility to manage seasonal demands, increase our efficiencies and deliver exceptional customer service.

The Range Superstores

Our customers can speak to the right person, first time, and this level of service sets us apart from the competition. In Incom-CNS and Mitel we have the perfect partnership.

Harley Medical Group

Throughout our relationship, I have found Incom-CNS to be very helpful and professional. I would not hesitate to recommend Incom-CNS to other companies.

Stafford and Rural Homes

The Mitel system from Incom-CNS will pay for itself in two years through significantly reduced management costs and savings on our telephone bill in the order of 20%.

Nine St John Street Chambers

We have worked with Incom-CNS for twenty years and trust their advice and technical capabilities. The Mitel platform is a reliable solution that meets our current and future requirements.

Ison Harrison Solicitors

Put simply, the Mitel Unified Communications solution deployed by Incom-CNS delivers less complexity, ease of use and a much lower total cost of ownership to Ison Harrison.

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