The use of etom and the quality of customer experience in Zambian telecommunications call centers for process gap identification
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Date
2019
Authors
Mbilikita, Kasweka
Journal Title
Journal ISSN
Volume Title
Publisher
The University of Zambia
Abstract
The study sought to identify gaps in the processes affecting the customer quality of
mobile service experience in Zambian telecommunications call centers using eTOM.
Enhanced Telecommunications Operations Map (eTOM) being defined as a business
process framework that is service oriented and helps service providers in process
management and enhancement. The data used was collected through surveys and
interviews from thirty-one employees of two mobile service providers and three
hundred mobile service customers in three districts in Lusaka. A problem to solution
eTOM process flow was mapped using problem management process decompositions at
level 3 and compared with the problem handling process flows in the
telecommunication companies to identify gaps. Purposive sampling and random
sampling techniques were used.
Customers reported their problems or complaints through telephone as the major
communication channel to the call center. These complaint records were then captured
in a fault management system and tracked through follow ups with customers that
entailed calling them to find out if their problems were resolved. Resolution of the
mobile complaints was carried out by call center agents who made escalations to other
departments for the more complicated faults that involved billing, Value Added
Services (VAS) and the mobile network. The study established that customer feedback
was being provided on the complaint or problem resolution through the available
channels of communication more especially through the phone.
The results of the study show that even though the processes for capturing, tracking and
resolving customer mobile complaints or faults were present, some inefficiencies of late
resolution of faults and delays in giving feedback were identified. Overall problem
handling quality of customer experience was discovered to be acceptable with minor
improvement needed in the areas of poor signal, data bundles and browsing failures
problem handling. Hence, continuous process enhancement needs to be carried out in
order to remedy the inefficiencies identified and improve the on the processes.
Key Words: Enhanced Telecommunication Operations Map, Quality of Experience,
Call Centre, Processes
Description
Thesis
Keywords
Call centers--Management , Call centres--Mobile network