The CSP’s front-line

“An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success.”
Stephen Covey,

In yesterday’s blog, I described the importance of providing the field workforce with tools that improve the feedback of data into the OSS, thus improving data integrity (hopefully).

However, I intentionally left one tool-set out that can potentially have a dramatic impact on the field workforce. That is the suite of tools known as social media.

In the past, a CSP‘s CEO, media spokespeople and the like were the front-line of brand perception. However, the whistle-blower effect of social media is forcing CSP‘s field workforces to take more accountability for customer experience and perception. Afterall, the field workforce are invariably the only people from the CSP that the customer will ever come into contact with, so the CSP needs to ensure their front-line staff (ie field workers) provide a great customer experience.

Having access to reliable, up-to-date information plus head-office staff being available remotely (and interactively) provides the mobile workforce with additional support when dealing with customers.

As indicated in an earlier blog on customer experience, customers will tend to be positive if you provide the following, all of which your OSS can positively influence:

  • Speed of service – this is a measure of how fast can you turn a service on for a customer
  • Keep it simple – customers just want ease of use from ordering your service to using it, to paying for it
  • Fast resolution of any faults as well as responsive, clear and apologetic communications during outages

 

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