Today's mobile networks are increasingly dense, complex and heterogeneous, thanks in large part to the trend toward virtualization. In addition, operators must consider the burden of ongoing, exponential mobile data traffic growth on their networks.
Unfortunately for mobile operators, just as network management is becoming more of a challenge, customer expectations for consistently high quality of service (QoS) have increased — subscribers are demanding unwavering mobile performance, or they will churn at the drop of a hat.
While mobile operators may aim for 100 percent customer satisfaction, the above-mentioned factors make that expectation for a high quality of experience (QoE) unrealistic. Instead, the best that mobile operators can do is ensure optimal QoS for as many of their subscribers as possible, starting with their high-value customers.
Indeed, not all subscribers are equal in regards to the revenue they represent for a mobile operator, which is why RF engineers must prioritize QoS troubleshooting activities for these VIPs. With the right approach, mobile operators can maintain a great level of customer experience and minimize churn. Vital to their success is having a tool with the power to analyze millions of calls, or simply just one from a VIP!
One key to efficient, targeted network troubleshooting is to utilize live mobile call trace data, which provides mobile operators with the real-time, geo-located data they need to address high-priority QoS problems. Equipped with the right tool, RF engineers can leverage thepower of call trace data to make mobile network troubleshooting more efficient and effective.
The troubleshooting process begins by translating network and subscriber information — that is, the subscribers' network activities and associated signaling — into actionable, customer-centric intelligence. Mobile operators can then apply that intelligence to proactively identify which subscribers are being impacted the most by network issues, and where network investments will elicit the highest improvements in QoS.
By understanding the individual experiences of subscribers, sorted by KPIs like dropped call and call success rates, mobile operators can better focus on the network problems that are causing the most harm to the customer experience, as well as service those VIP customers whose churn would most impact the operator's business. By following this troubleshooting process, mobile operators can maximize customer retention and, in turn, their revenues.
Watch our new video to learn more about how customer-centric mobile network troubleshooting and optimization are helping mobile operators add a personal touch to customer service and deliver a better customer experience where and when it matters most, including in today's most complex, multi-vendor and multi-technology network environments.