Customer experience Assurance

What is the key to enable best customer experience?

Key challenges without Assurance

The Customer experience assurance is important to mitigate the root cause areas of leakage such as lack of customer movement analysis leading to Churn or retaining customer of low value at high cost etc. If not followed it leads to challenges like

  • Quality of services falls below expectations.
  • Activation of service delayed beyond promised go-live date, resulting in cancellation of the customer’s order.
  • Services provided by operator have breached the Service Level Agreement with the customer and may invoke a penalty payment.
  • A service is charged at a higher price than was expected by the customer. The amount charge on a bill is significantly higher than the customer is expecting.
  • Customer does not get usage warnings relating to consumption of service passes/bundles/caps/ or pricing and usage limits.
  • Fair usage policy warnings contain incorrect information, e.g., usage, origin, policy, etc.

What Subex Business Assurance offers:

Multiple data sources option
It includes Network Experience as measured by Mobile App from Field Team, Network experience KPIs and customer behaviour data in form of feedback, survey, daily usage etc
Tracking customer health
It makes it easy to give score based on their sentiment and engagement with customer
Customer health index
Easy to calculate customer health index with variety of inputs in form of call center analytics, survey, social media, customer demographics, network service etc
Call center analytics
It helps to track call center KPIs to guide towards resource mobilization to critical channels & products. The key metrics and outcomes include first call resolution, cost attribution to departments like network, billing, time to resolution etc

Additional Coverage

The customer experience assurance has a key role to play under Business Assurance function. The reconciliations performed under this assurance are taken from sources like SLA agreement with Third party, Network QOS report, CRM Customer complaints Dump etc. The industry is experiencing the general shift in terms of technology disruption and next generation activities. This assurance also tackles few more challenges with its AI/ML based automation and data driven analytics scope such as:

  • Early adopter behavioural analysis
  • Prioritising HVC with lesser wait time
  • Customer satisfaction score analysis
  • Customer complaints association analysis
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