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Top Mobile Network Operators Aim to Attain High Level of Customer Satisfaction - The world of ‘widest coverage’, ‘unbeatable rates’, ‘high speed’ and ‘best customer-service’ steps up with the mobile broadband growth
Top Mobile Network Operators Aim to Attain High Level of Customer Satisfaction

 

NewswireToday - /newswire/ - Istanbul, Turkey, 2010/08/16 - The world of ‘widest coverage’, ‘unbeatable rates’, ‘high speed’ and ‘best customer-service’ steps up with the mobile broadband growth.

   
 
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According to a CCS Insight report, the total revenue from Mobile Broadband access in the major markets will rise from less than €6 billion in 2009 to more than €11 billion in 2011. Top mobile network operators from around the world are stepping up their efforts in achieving higher levels of customer satisfaction while adopting the latest that technology can offer. Improving customer service, maximising efficiency and reducing investment and operational costs will be key focus at Mobile Network Optimisation Summit to be held in Turkey, 21 – 23 September 2010.

Operators around the world are playing a major role in driving 3G network optimisation. “Our role in the 3G network in Norway is to increase capacity and coverage mostly for MBB. Most subscribers has a limit of 6 GB a month for a fixed price, so the MBB is a secondary access in addition to normal broadband”, said Bjørn Amundsen, VP, Director Head of Mobile Network Coverage, Telenor Norge AS. “It is our responsibility to ensure that the network is always optimized to meet customer satisfaction with the massive increase of capacity and coverage”, said Jovince Lim C.Y, Technical Manager, RAN Optimisation Mobile Access Planning & Optimisation, Celcom Axiata Berhad, Malaysia.

The industry faces its set of challenges, “Complexity of the network end-to-end for different type of services, at same time to maintain good KPI in multi-layer 2G 3G multiband multicarrier with rapid growth of broadband traffic and high demand for the high data speed. With the full IP IUB coming, will give us another challenge to maintain our voice quality guarantee service besides broadband”, said Jovince. “The coverage of 2G is the same whatever traffic load the cell has. This is totally different in the 3G world where the coverage of the cell decreases when the traffic load increases. The demand for the customer is to have even higher speed, but they do not want to pay for this. Most all alarms, bank terminals etc which is using the mobile network have only 2G. In, Norway where we build a lot of 3G cells only, this is a problem” added Bjørn.

So, with all this high speed data and more service for less cost how do operators manage customer expectations? “Quality of the network is always important”, Bjørn and Jovince commented, “We should understand customers’ need and the expectation prior to managing it”.

In the present era of mobile broadband growth what is more important to an operator, advanced technology or customer satisfaction? “I have to say both. Advanced technology gives a better customer satisfaction. That’s why Telenor is going to replace its entire mobile services infrastructure in Norway during the next years, with the aim of creating a flexible and cost efficient platform for mobile services.” said Bjørn. “Advanced technology with proper handling will lead to higher customer satisfaction generally”, agreed Jovince.

Leading speakers from the region and beyond will be looking into the key areas where networks can be optimised to deliver maximum value to both providers and customers at Mobile Network Optimisation Turkey 2010. For more info, please visit mobilenetworksturkey.com/.

 
 
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Written by / Agency / Source: International Quality and Productivity Center

 
 

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Top Mobile Network Operators Aim to Attain High Level of Customer Satisfaction

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