Where the operating cost concentrates.
WHY IT MATTERS
Support cost per subscriber determines whether the margin survives.
WHAT SUBSCRIBERS REPORT
No service Slow service Intermittent service Specific applications not working Device and network problems of their own
WHY THAT LAST CATEGORY DOMINATES
Many reported faults are within the customer's premises.
WHAT TO ESTABLISH
A diagnostic sequence support staff follow.
WHAT IT SHOULD CHECK
Whether the fault is network-wide, site-wide or individual Whether the subscriber's equipment is online Signal quality and errors Whether the customer's own equipment is the cause
WHY NETWORK-WIDE FIRST
It prevents many individual investigations of one underlying fault.
WHAT TO ESTABLISH
Monitoring that tells you about outages before subscribers do.
WHY
Proactive notification dramatically reduces support volume and complaints.
WHAT TO DO DURING AN OUTAGE
Tell subscribers what is happening and when it will be resolved.
WHY
Silence generates call volume and anger.
WHAT CHANNELS TO PROVIDE
Whatever your subscribers actually use.
WHAT TO ESTABLISH
Response and resolution targets.
WHAT TO TRACK
Tickets per subscriber per month Common causes Repeat faults at the same premises Time to resolve
WHY REPEAT FAULTS
They indicate an installation or equipment problem, and each visit costs.
WHAT TO ADDRESS
Causes, rather than handling symptoms repeatedly.
WHAT REDUCES SUPPORT VOLUME MOST
Reliable service Good installation Proactive outage communication Clear explanation at handover
