Sunrise Survey: Ops Need Productivity Improvements

According to a recent Sunrise Telecom-sponsored survey, service providers acknowledge a strong link between field productivity and subscriber satisfaction and retention. While all survey participants confirmed the importance of subscriber satisfaction and retent...

According to a recent Sunrise Telecom-sponsored survey, service providers acknowledge a strong link between field productivity and subscriber satisfaction and retention. While all survey participants confirmed the importance of subscriber satisfaction and retention, 81% also stated that improving field productivity is very or extremely important to their organization.

The survey also indicated that the industry is lacking in both the techniques and processes to improve productivity. Half of respondents said their organization has not implemented a productivity initiative for field operations within the last 12 months. In addition, 48% of participants said that productivity metrics in their organization are either non-existent or need improvement.

The survey identified the top two productivity issues as eliminating repeat service calls and providing field staff with additional skills and training. Other issues that rated high in impacting productivity included the need for smarter field tools and platforms for technicians, better metrics and ways to track productivity for managers, and streamlining field operations' processes.
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