Networks are complex and they’ve become more complicated as voice, video, and data compete for the same resources. When things go wrong in the world of telecommunications and networking, energized investigation teams assemble like crime scene investigators, gathering the digital evidence that will find the root cause and support corrective action.
Timing is critical. Centralized contact center hubs carry voice traffic around the world, allowing customer networks to connect through public networks to other business networks. Networking equipment has sophisticated event logging, retaining valuable information on individual connections, and much more. However, equipment vendors and network management policies vary, and log data may not be retained for very long. Investigators need to know about an incident quickly and have ample detail to track down the relevant log data in a mountain of call records.
Nothing is less impressive than an escalated trouble ticket which returns as NFF - “No Fault Found” (or NEOF - “No Evidence of Failure”, NTF - “No Trouble Found” depending on the carrier!). Network Operations teams cringe, knowing that some potentially recurring phenomenon remains loose to impact another customer at some unannounced moment.
Growth of eCommerce
Online commerce continues to grow at incredibly impressive rates, and businesses are now accessing global markets. Serving those global markets requires a customer engagement and communications strategy that undoubtedly leverages network technology. The voice channel remains a favorite for customer interaction, particularly where customers are seeking a quick response or have a complex request. Real-time voice conversation remains a big part of the interaction.
There are expected to be nearly 2B digital buyers in the world in 2019.
The total value of global retail eCommerce sales will reach $3.45T in 2019.
In 2018, retail eCommerce sales grew 23.3% over the previous year.
Whether a business is leveraging dial-out to connect to its customers, in-bound toll/toll-free services, or both, each call is a “moment of truth” that can build brand loyalty and grow revenue. For positive outcomes to be achieved, the communications channel needs to support quality audio as a pre-requisite to a quality conversation. Where connectivity or audio quality is an issue, frustration grows.
Customer impact, customer feedback
Customers don’t always provide businesses with the gift of feedback and agents are sometimes under pressure to take the next call, so neglect to escalate their own experiences. Unresolved issues persist and those escalated too late to capture log detail are returned No Fault Found.
Technical escalations cost money. Engineers and technicians who would otherwise be doing some proactive work, end up fire-fighting, potentially having their efforts result in No Fault Found. Network tickets are likely to require more senior staff attention and costs can approach $50 per ticket, with many tickets daily in a contact center environment (Source, HDI: “Service Desk Cost per Ticket”). Failure to find root cause can mean ongoing costs as repeated impact results in repeated inconclusive investigations.
Proactive Network Monitoring
The Spearline platform allows businesses to monitor their voice connectivity and voice channel quality so that they can identify issues before they have wide-ranging customer impact. Spearline gathers vital call quality data about connection success, audio quality, post-dial delay (PDD), touch-tone (DTMF) transmission, and latency. Our comprehensive call records enable you to form a complete picture of the performance history of your contact numbers. Our analytics facilitate the root cause analysis of issues, and our reports allow you to benchmark the performance of your telecoms network. Spearline can give you the crucial insights you need, not only to proactively manage your network but also to accelerate improvements in your customer experience.
In the event of a failure, the Spearline platform provides complete call detail records (CDR) and a call recording in the case of audio quality issues. Problem notification is immediate, and forensic data is packaged and ready. Armed with these assets, investigating teams engage quickly with carriers to identify true root cause, take corrective action, and avoid the No-Fault Found trap entirely. Contact us to find out more.