OpEx Reduction Strategies for Today's xDSL World

All communications service providers are seeking to reduce operating costs (OpEx), whilst improving the service they provide to their customers. One of the key elements is to be able to reduce the number of skilled staff who are being used on false call outs.

UTEL have been in the forefront of providing centralised solutions that reduce the "false" call outs whilst at the same time, giving a better customer experience and making the lives of the call centre staff better

Providing telephony service in the POTs world, was a relatively straight forward and well understood business. Telephones were simple and reliable devices. Customer service faults were mainly attributable to cable pair faults and the occasional POTs switch fault. Over decades, Telco's evolved very effective customer fault management processes, supported by night routine testing of copper lines to proactively address line problems.

In today's Digital world, cable pair faults are still an issue but the overall problem set is far more complex, involving not only the copper pairs but also the Central Office transmission and home reception devices Consumers now expect high-speed data connections to web servers, reliable Voice over IP communications and quality video entertainment services and all for very little money.

When issues occur, consumers turn to their service provider to fix the problem. Unfortunately analysing the problems can be very complex and the cause can often lie in the customer's own equipment or even in other service provider's networks, but the Communication service Provider ( CSP) is left to resolve the problem. There is no way that the CSP can escape this responsibility. As the customers have no one else to turn to.

If the service provider tries to ignore the issue , the greater the cost of failure as some of today's 'low cost' CSPs have managed to get themselves into: - unhappy customers, inadequate numbers of employees trying to work through increasing problems and the cost of fighting customers over disputed bills plus the penalties imposed by regulators for bad service.

In a case study carried out for one of our customers, it was found that a technician had been dispatched to the switch on eight occasions to test the DSLAM card for a fault over a six month period. On each occasion the result was "no fault found" but the customer kept on experiencing difficulties establishing a xDSL connection. A proper analysis of the problem showed that the problem was due to a defective DSL modem. Had a UTEL solution been in place this would have been seen at the first complaint , saving time money and the customer's frustration.

There is however a very simple way to control and minimise the OpEx associated with service provision and that is to implement an effective fault management process. UTEL offer such systems for every type of modern system architecture and CSP.

UTEL Testing Solutions

To achieve this, UTEL uses readily available, proven, cost effective technology.

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