A number of market forces are causing incumbent telecommunications operators to rethink their approach to field force operations. New competitors have made quality of service a market differentiation. Operators recognize that the customer experience in installation and maintenance is critical and that they need to control it. Meanwhile, imperatives to reduce operating expense (OPEX) are moving telcos to pursue a more collaborative approach with service providers, while radically reducing costs.
All these factors are causing telcos to redefine the way they interface with service providers and final customers. Telcos seek to leverage standardization, industrialization and technology to transform their current processes and operations. As key to this transformation, they are looking to adopt a new, integrated operations approach that combines technology, processes and organization—moving from turnkey, end-to-end service contracts to an operator-managed service model.
Accenture Field Force Services provides an intelligent field force orchestration service powered by analytics and workforce management solutions that help telcos more rapidly, efficiently and cost-effectively manage their field forces. Accenture can help telcos create an effective field force operating model that addresses the provider’s unique goals and needs, with improved scheduling and dispatch capability and innovative training and support tools for the workforce involved. In addition to providing telcos with fuller control over customer interactions, Accenture Field Force Services can increase visibility into service providers’ operations and performance, while supporting service providers in continuous field force improvements.