Customer Service Assurance

Customer Service Assurance

Customer Service Assurance (CSA) in telecom and Internet services means the collection of Communication Service Provider (CSP) customer usage information from all practical sources including network traffic, network devices, content servers, management databases and user devices to ensure customer service quality is consistent with CSP expectations.

CSA involves, when needed, real-time monitoring of a customer’s purchased services and in analyzing this data to note trends, preferences, usage problems and eventually proactive assurance of customer-level or service-level issues.

Companies that provide CSA software and technology to CSPs, include Accanto Systems, Telecordia, and Tekelec.

Service assurance is model that is centered around the concept of maximizing customer satisfaction. The belief is that such practices inevitably maximize the long-term profitability of an organization or enterprise.

Numerous quality-regulating methods are often interwoven with CSA services. Under the CSA umbrella, it is typical to also find Quality Assurance (QA) and Quality Control (QC). In some cases, service level management (SLM) is also included within this group. [1]

CSA information can address a number of business issues including the following:

  • Individual user data collection and correlation for troubleshooting and VIP reporting
  • Individualized Service Level Agreement reporting
  • Noting customer preferences of certain network/content combinations.
  • Real-time alarming concerning usage and problem analysis for specific services/group of users.
  • Device configuration troubleshooting and reporting

There have been arguments against the effectiveness of CSA in the past due to some of the ways in which the service is implemented. For instance, customer call centers and surveys are often not accurate depending on the customer’s involvement {cite}.

Additionally, the success of CSA is dependent on what is being measured or analyzed such as service vs. expectations. [2]

References


Wikimedia Foundation. 2010.

Игры ⚽ Нужен реферат?

Look at other dictionaries:

  • Service assurance — Service assurance, in telecommunications, is the application of policies and processes by a Communications Service Provider (CSP) to ensure that services offered over networks meet a pre defined service quality level for an optimal subscriber… …   Wikipedia

  • Service fulfillment — Fulfillment of telecommunications services involves a series of supply chain activities responsible for assembling and making services available to subscribers. These activities delineate an operational infrastructure which efficiency relies upon …   Wikipedia

  • Assurance services — have been defined by the American Institute of Certified Public Accountants (AICPA) as Independent Professional Services that improve information quality or its context . Assurance services reduce the information risk; risk that the information… …   Wikipedia

  • Customer experience systems — are integrated business and operational support systems (BSS/OSS) that particularly address service providers’ mandate of focusing on the customer experience. Systems Reflect New Customer Orientation In the past, service providers (wireline,… …   Wikipedia

  • Service plan — A service plan is a contract offered to purchasers of products for an additional fee. While service plans resemble extended warranties, there are several important differences between the two, often cited by retailers that sell them.Differences… …   Wikipedia

  • United States Postal Service — This article is about the government agency. For individual post offices, see U.S. Post Office (disambiguation). For the cycling team, see Discovery Channel Pro Cycling Team. USPS redirects here. For the non profit boating safety and education… …   Wikipedia

  • Quality assurance — Quality assurance, or QA for short, refers to planned and systematic production processes that provide confidence in a product s suitability for its intended purpose. It is a set of activities intended to ensure that products (goods and/or… …   Wikipedia

  • Network-Centric Service-Oriented Enterprise (NCSOE) — is a new generation enterprise capable of conducting collaboration and management of internal and external information. Using Network Centric Enterprise Services (NCES) , the enterprise can now enforce information and decision superiority in a… …   Wikipedia

  • Know your customer — (KYC) is the due diligence and bank regulation that financial institutions and other regulated companies must perform to identify their clients and ascertain relevant information pertinent to doing financial business with them. In the USA, KYC is …   Wikipedia

  • ITIL Planning to implement service management — The planning to implement service management is a set in the Information Technology Infrastructure Library (ITIL) framework. This set is about the alignment of business needs and IT provision requirements. Besides, this set describes how to… …   Wikipedia

Share the article and excerpts

Direct link
Do a right-click on the link above
and select “Copy Link”