Benchmarking

Challenges:

Customer experience is one of the key factors driving revenues and reducing churn for telecom operators in today's highly competitive market.

Cyberteq has extensive knowledge, experience and a proven track record in delivering Benchmarking consultancy services in the telecom industry for clients in Africa, Middle East, Europe, South East Asia, Caribbean and Latin America regions since its establishment in 1997.

Being a vendor and tool independent consultancy firm, our Benchmarking service gives our clients External and Independent results.

Solution:

Cyberteq benchmarking consultancy service support operators in identifying issues affecting customer experience being coverage or service related and benchmark its performance against its competition as well as against relevant regional and global operators.

The benchmarking campaign will be conducted through field measurements using best in class tools covering voice, messaging and data services delivered by 2G, 3G and 4G technologies.

Our benchmarking service will be implemented using a well established methodology that have been used successfully for numerous client projects. Its divided into three phases:

Phase 1 - Data collection

Data collection through field measurements tests (drive, static & walk).
Phase 2 - Data analysis

Post processing of collected data followed by analysis.
Phase 3 - Recommendations and reporting

Preparation of recommendations with priority level based on its impact on customer experience, and producing a detailed benchmarking report.

Results:

The benchmarking report provides clients with:

Comparative results against competition (coverage, performance & service KPIs).
Improvements Identified as needed in specific areas. Triggers identified to ensure efficient investments for customer experience improvement.
Measurements of regulatory compliance.
In addition to the detailed benchmark report, Cyberteq will present an executive summary of the campaign results with key findings, quick wins and a prioritized actions (recommendations) to improve customer experience.