How do you improve your telecommunication service quality?

1 Assess your current performance

Before you can improve your telecommunication service quality, you need to know where you stand and what areas need improvement. You can use various metrics and indicators to measure your performance, such as network availability, reliability, latency, throughput, jitter, packet loss, call quality, customer satisfaction, and complaints. You can also benchmark your performance against industry standards and best practices, such as the ITU-T recommendations, the ISO 9001 quality management system, or the eTOM framework.

2 Identify and prioritize your improvement goals

Once you have assessed your current performance, you can identify and prioritize your improvement goals based on your business objectives, customer expectations, and market trends. You can use the SMART criteria to set specific, measurable, achievable, relevant, and time-bound goals. For example, you can aim to reduce your network downtime by 10% in six months, increase your customer satisfaction score by 5 points in a year, or adopt a new technology or service in three months.

3 Implement and monitor your improvement actions

After you have set your improvement goals, you need to implement and monitor your improvement actions to achieve them. You can use various tools and methods to plan, execute, and evaluate your improvement actions, such as the PDCA cycle, the Six Sigma methodology, or the Lean approach. You can also use data analysis, feedback, and testing to monitor your progress and identify any gaps or issues that need to be addressed.

4 Train and empower your staff

Your staff is one of your most valuable assets for improving your telecommunication service quality. You need to train and empower them to deliver high-quality service to your customers and to solve any problems or challenges that may arise. You can provide them with regular training, coaching, and mentoring on technical skills, soft skills, communication skills, and customer service skills. You can also create a culture of quality and innovation by encouraging them to share their ideas, suggestions, and best practices.

5 Leverage emerging technologies and trends

One of the ways to improve your telecommunication service quality is to leverage emerging technologies and trends that can enhance your network performance, service delivery, and customer experience. Some of the technologies and trends that you can explore are 5G, cloud computing, artificial intelligence, big data, blockchain, Internet of Things, and augmented reality. You can use these technologies and trends to optimize your network operations, offer new services and features, personalize your customer interactions, and create new value propositions.

6 Engage and delight your customers

The ultimate goal of improving your telecommunication service quality is to engage and delight your customers and to build long-term relationships with them. You can achieve this by listening to your customers' needs, preferences, and feedback, by providing them with consistent, reliable, and responsive service, by exceeding their expectations and adding value, and by rewarding their loyalty and referrals. You can also use social media, email, and mobile channels to communicate with your customers, to inform them about your offers and promotions, and to solicit their opinions and reviews.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?