The telco companies who will achieve success in the future are the ones who are world-class at adapting and driving new value. Embracing a strategic, forward-looking business model is critical to survival and growth.
Your contact numbers are critical to how your global customers view your brand. Most cloud-based call centers rely on numerous carriers to support their complex infrastructure and ensure an excellent customer experience. However, the challenge for organizations with a global footprint is it’s impossible to know whether numbers are working correctly or not. Nonetheless, there is a smart way to proactively detect issues with telco carriers, before customers are impacted.
Carrier relationships, and the importance of objective data
If you have a global customer support number and that number goes down, how do you know?
It’s not unusual for call centers to have little or no visibility over connectivity and audio quality issues with carriers. Moreover, it’s common to only become aware of an issue if a customer gets in contact with you.
In addition, if there are SLA challenges with your carrier, objective data is a huge advantage. Concerns raised in the vendor relationship are not typically about financial penalty. The priority is usually quality, and service improvement.
What’s more, if a relationship is crumbling beyond repair, objective data and SLA enforcement allow you to exit a contract early, and migrate to a more suitable network partner.
Are you monitoring your external network?
Your contact numbers are mission critical. Your global customers dial toll and toll-free numbers to contact your enterprise every day. Despite this, typical network monitoring only covers your internal network. What is happening on the external side that impacts the Quality of Experience? The reality is that thousands of calls fail to connect to your network. Moreover, while many calls may connect successfully, poor audio quality unfortunately, prevents a conversation from happening.
Proactively detect issues with your telecoms carriers, before customers are impacted
With Spearline, you get direct access to objective data to hold your carriers accountable. Every issue identified by Spearline Voice Assure can be entered into your carrier’s ticketing system. Automation allows for an issue to be repeatedly targeted to increase ticket volume and escalation energy, and to verify resolutions.
Customer case study:
Aircall – proactively detecting telco carrier issues
Aircall are providers of an intuitive, powerful, cloud-based business phone system and call centre software solution to customers all over the world. Previously, Aircall was in a reactive state when facing customer issues. Paul Rousselle, Strategic Project Manager at Aircall says, “we always focused on improving call quality for our customers, but we struggled to effectively assess the quality offered by our various carrier partners.”
To improve CX, Aircall wanted to detect issues before their customers were impacted. Furthermore, Aircall needed to choose carriers that offered the highest level of service. As a result of using Spearline’s network of in-country servers, Aircall now replicates their customers’ call flow. When an issue with connection, audio quality or other functionality is identified, Aircall is immediately alerted with a full call details record (CDR), accelerating issue resolution.
To conclude, Aircall describe the Spearline offering as a “crystal ball” to proactively monitor outside their network, and spot problems before they happen.
Read more about how Spearline provided Aircall with a solution to identify issues with their existing carriers here.
Meet your dedicated Spearline carrier engagement manager
Time is precious. You have a number of priorities in your organization that need your time and attention. This is where Spearline offers a dedicated carrier engagement manager on a full or part-time basis.
Above all, a Spearline carrier engagement manager works closely with your carriers to identify and resolve any issues that may arise. This is therefore the perfect solution for organizations who don’t have the time, resources or industry insights for this function in-house.
A Spearline carrier engagement manager will:
- Generate ticket incidents with your carrier. And work with them to resolve the incident in line with your SLAs.
- Use extensive testing to determine the extent of the service interruption.
- Give you access to our extensive database of test results, to identify the most reliable carriers on country-by-country basis.
- Prepare reports on incidents opened, closed and in-progress, with the associated MTRS and MTTR metrics for SLA management purposes.
- Apply Spearline’s audio digital signal processing capabilities to identify the source of degradation. And importantly, to engage with carriers to identify the root cause.
Tell me more
If you are a Spearline customer, please speak to your Customer Engagement Manager, email support@spearline.com or call us on +353 28 51460.
New to Spearline?
Spearline allows organizations to provide uninterrupted services to customers around the world. The Spearline platform tests inbound telecommunications services, as well as dial-out.
If you would like to find out more, we would love to speak with you! Please send us a brief message, and we will be in contact with you shortly.
