Telecoms
To help customers make an informed choice about their telecommunications company many regulators, supported by telecommunications suppliers, consumer organisations and industry bodies have developed a process aimed at publishing comparable quality of service (QoS) data. In the UK the most recent process was known as TopComm. Ofcom are currently consulting about a replacement process.
As leading industry experts in the field of regulatory driven quality of service reporting we fully understand all the issues facing managers looking to comply. Our aim is to help you comply with minimum cost to your business. But, by exploiting our considerable experience we can assure you that if correctly implemented, regulatory reporting can provide positive operational benefits for your organisation. Indeed, they can lead to a greater understanding of the strengths and weaknesses of your business in key operational areas, as well as providing the foundations for improvements in Customer Service. We have more experience than any other organisation in helping Telecom operators and re-sellers successfully manage Regulatory driven performance reporting. As a consequence, we know what works and what doesn't work.
Quality of Service Measurement
Enigma QPM are experts in providing telecommunications companies with audit services and support in meeting QoS requirements arising from the Ofcom Directive.
QoS measures typically involves using quantitative measures to evaluate supplier performance in 5 key areas:
Ofcom - The UK regulator works closely with operators and Customer Service Providers (CSPs) to determine how best they can become part of the QoS process.
"Customers may buy on price - but they stay on service."
QoS is all about customer service. The measures explore what it's like to be one of your customers:
To help customers make an informed choice about their telecommunications company many regulators, supported by telecommunications suppliers, consumer organisations and industry bodies have developed a process aimed at publishing comparable quality of service (QoS) data. In the UK the most recent process was known as TopComm. Ofcom are currently consulting about a replacement process.
As leading industry experts in the field of regulatory driven quality of service reporting we fully understand all the issues facing managers looking to comply. Our aim is to help you comply with minimum cost to your business. But, by exploiting our considerable experience we can assure you that if correctly implemented, regulatory reporting can provide positive operational benefits for your organisation. Indeed, they can lead to a greater understanding of the strengths and weaknesses of your business in key operational areas, as well as providing the foundations for improvements in Customer Service. We have more experience than any other organisation in helping Telecom operators and re-sellers successfully manage Regulatory driven performance reporting. As a consequence, we know what works and what doesn't work.
Quality of Service Measurement
Enigma QPM are experts in providing telecommunications companies with audit services and support in meeting QoS requirements arising from the Ofcom Directive.
QoS measures typically involves using quantitative measures to evaluate supplier performance in 5 key areas:
- Service Provision
- End user Reported Faults
- Fault Repairs (Service Restoration)
- Complaint Handling
- Upheld Bill Inaccuracy Complaints
Ofcom - The UK regulator works closely with operators and Customer Service Providers (CSPs) to determine how best they can become part of the QoS process.
"Customers may buy on price - but they stay on service."
QoS is all about customer service. The measures explore what it's like to be one of your customers:
- "Will they deliver on time?"
- "Is it reliable?"
- "If I'm not happy - how will they treat me?"
- "Can I trust their bills?"