Business Improvement Within Telecommunications

The telecommunications industry continues to underpin the growth and innovation aspirations for almost all other industries.  On the consumer side, the increased reliance on mobile devices continues to drive the broadband and wireless technology advances whilst on the infrastructure side the industry faces an unparalleled demand for performance uplift driven by the increased adoption of Internet of Things (IoT) and Dig Data applications.

To remain relevant in such a dynamic landscape, existing and new players need to minimise their operating footprint, streamline operations, and out-compete the market.

We work with Telecommunication partners to implement best practice process excellence programmes to increase business performance, reduce operating costs and prepare for scale and bring our deep experience in Lean Enterprise & Six Sigma techniques to deliver significant increases in customer satisfaction.

Retail Telephony
Network & Infrastructure
Broadband Internet
New Media

Our Track Record

Churn & Net Promoter Uplift

Reduced mobile retail customer churn by 22% through better experience modelling, post-churn causal surveying, predictive modelling for at-risk customers and pre-emptive and realtime saves teams into contact centre. For successful saves, improved NPS by 2.5 points.

Contact Centre Optimisation

Reduction of contact centre “failure demand” call volume by 35% through better first-call resolution across device, service and plan issues; IVR optimisation, customer path modelling and root cause diagnostics into contact centre standard work.

Asset & Network Maintenance

Implemented cell tower preventative maintenance regime with automated field force solution, redesigned vendor and subcontractor service agreements, service levels and asset maintenance standard practice regime.

Industry Background

Broadly speaking, most telecommunications operators are aligned along infrastructure, service or content lines; operating, maintaining or providing access to facilities for the transmission of voice, data, text, sound and video over wire, cable, wireless and satellite networks. Modern advances in digital and IP networking technologies have had a dramatic effect on the demand for better, faster and more bandwidth for ICT communications to serve the Australian economy and community, both residential and commercials.

Immediate Trends

  • Movement to voice over data, increasing use of IP technologies such as VoIP, IPTV and smart device messaging
  • Escalating use of social networking and content consumption applications such as facebook, wikis and twitter
  • Internet of things in a heterogenously connected world – smart homes and home integration technologies
  • The proliferation of home networks, home entertainment and smart home technologies
  • Superior and more advanced broadband networks such as the NBN with major applications in eHealth, eEducation, eTravel and hospitality
  • New digital media and broadband content, including video on demand and omni-channel content distribution
  • Commercial move to a new digital economy based on distance, realtime collaboration, digital service innovation and software and app disruption

National Broadband Network

One of the major Australian Government initiatives for the telecommunications industry is the National Broadband Network (NBN). This represents the largest ever infrastructure project undertaken in this country which will deliver high speed broadband to all Australians. The NBN will involve the laying of fibre optic cabling to at least 90 per cent of Australian homes, schools and businesses, capable of delivering speeds of 100 megabits per second, or up to 100 times faster than many people previously experienced.

The Future

According to Christopher Surdak (JD, Global Subject Matter Expert, Analytics, Governance, and eDiscovery, HP Software), the six major disruptions that will drive the most change in telecommunications by 2020 are:

  • Integration: The content contest.  Being connected continues to become cheaper and cheaper, adhering rather slavishly to Moore’s Law of diminishing costs. The cost of providing such a service keeps falling, and competition means that the price keeps getting smaller and smaller in a strong, negative feedback loop. Connectivity is capturing an ever-smaller proportion of the information value chain, while content, service, and product deliverers capture ever-more. By 2020, it is likely that one or more major telecom companies will be acquired by a content company.
  • IoT: The traffic explosion.  The next major trend that will impact telecommunications is the explosion of connected devices. This internet of things, or Thingification, will add billions if not trillions of new connected data sources globally by 2020.  The upswing of all of these devices will be an astronomical growth in data volumes; we will quickly push through exabyte volumes and enter the world of zettabytes per year.
  • Mobility: The great wireless migration.  Global growth of mobile connectivity is far outpacing hardline connectivity. This makes sense, as most growth is occurring in the developing world and amongst poorer populations. Such consumers may not even own a home, let alone a FiOS connection. For these people, mobile is cheaper, more convenient, and more useful, even when landline connectivity is an option.
  • Saturation: The search for growth.  As they retire, boomers will enter retirement communities and assisted living facilities which are fully digitised in order to be as efficient as possible. Older Australians will be forced into using these technologies by the world around them and will likely consume vastly more bandwidth than they, or their carriers, ever imagined. As this occurs, the last remaining percentages of market penetration will be achieved, and the market will be thoroughly saturated.
  • Security: The network is the threat.  As custodians of the networks, carriers play a pivotal role in fighting the new threats that are emerging. Customers will begin to expect, then demand, more proactive protection from the entire internet value chain, and carriers will be expected to support these expectations with a range of technical and operational innovations. The desire for greater security may be a boon for carriers, if they embrace the need.
  • Ascension: Skynet finally gets real.  I’m predicting that Skynet 2.0 is about to reappear. These space-, balloon-, or drone-based systems will provide high-quality broadband access to anywhere and everywhere in the world, they’ll do it affordably, and they’ll likely start arriving around 2020. And this time, they’ll be wildly successful.

Our Capability

Across Telecommunications we offer a complete range of consulting, resourcing and capability uplift solutions.

Industry Challenges

Disruption from the increasing proliferation of IoT and Big Data and the demand this will impose on existing networks and communication channels.  The continued rollout of NBN is a key strategy here.

Operating costs, process efficiency and customer experience – existing players need to look at new and creative ways to reduce their operating footprint, streamline operations, and out-compete in a more dynamic market.

The Telecommunication industry by its very nature underpins the drive towards a more digital economy but the danger is that this desire will outstrip the industry’s own ability to innovate and keep up.

Wholesale market of data centres, connectivity, cloud computing and data analytics is merging.  Driven by IoT and M2M, the telecommunication industry is facing a period of unparalleled demand for increased performance in a declining cost environment.