Productivity Improvements Necessary
Sunrise Telecom® Incorporated released market research results about the state of productivity in field operations. According to the survey, CSPs acknowledge a strong link between field productivity and subscriber satisfaction and retention. While 100 percent of survey participants confirm the importance of subscriber satisfaction and retention, 81 percent of them also state that improving field productivity is very or extremely important to their organization.
The sponsored survey, polling Communication Service Provider (CSP) decision-makers, highlights the importance of improving productivity across field operations to increase subscriber satisfaction and retention, reduce costs, and create competitive advantage.
While the survey highlights CSPs understanding of the value behind raising productivity to achieve both subscriber and business success, it also reveals that the industry is lacking in both the techniques and processes to improve productivity. Fifty percent of respondents said their organization has not implemented a productivity initiative for field operations within the last 12 months. In addition, 48 percent of participants said that productivity metrics in their organization are either non-existent or need vast improvement.
In regards to the issues most impacting productivity in field operations, the survey identified the top two issues as (1) eliminating repeat service calls by getting them done right the first time, and (2) providing field staff with additional skills and training.
Other issues that rated high in impacting productivity include:
- Technicians need smarter field tools and platforms to help increase productivity.
- Managers need better metrics and ways to track their team's productivity status.
- Field operations' processes need to be streamlined.