PROCEDURE TO HANDLE VOC

December, 2017
Contains:

1. Introduction
2. VOC analysis
3. Troubleshooting
4. Advice to the customer
5. Summary
Introduction

What is the Voice of the Customer?

Voice of the Customer (VoC) is a marketing research technique that

encompasses the collective insights of your customer's needs, wants,
perceptions, preferences and expectations.

Digital Voice of the Customer

Traditional voice of customer research consists of focus groups, individual

interviews, and ethnographic techniques. However, it is now possible to
quickly understand your customers through digital VoC research.
This provides insights necessary to improve the digital customer
experience on your website or app, which will ultimately improve your
marketing effectiveness, customer retention and conversion.

Now days internet is one of personal daily needs which is required to be

monitored and control by network provide to satisfied customers. Mostly
users can have bad signal due to different reasons such as working
environment, buildings and location.
2. LTE- VOC analysis

We receive VOC from customer support and retailers

First, we can analyzer from office before attend customers for better
understand issue whether is related to network coverage or customer
devices.
List of parameters to check:
*nearest serving cell
* Neighbor cells
* Currently parameters on cell (Azimuth, ET & MT)
 3. Troubleshooting
Mostly the customer internet service can be affected in different ways but
frequently many problem related to slow speed, not access websites and
so on.
For troubleshoot, when we attend Voc it is better to go with retailers to help
to identified problem.
Step to flow

3.1 Check Your Speeds and Network status

Sometimes, your internet is slow because youre only paying for slow
internet. Log onto your providers web site (or give them a call) and find out
what plan you have. Then, head on over to Speedtest.net and run a speed
test. If the numbers match up to what youre paying for, then your network
is working fine and youre just paying for slow internetand the best way to
speed it up will be to upgrade your network dependent on usages ( egg:
streaming, number of access users ).
3.2 Troubleshoot Your Hardware

Check quality of customer device with route configuration (APN,

speed limit and other parameters) if youve doubt about performance

Replace with you device and test again

Try to open different websites locally & international, live tv streaming

and youtube.

Collecting logs with KDM tool inside and outside of customer

location for better analysis.
4. Advice

For wireless network remember to check number of access users

when the network is slow.
Install network device where there is good signal by refer on number
of signal bar available on device.
If you need to get work done on your slow connection, you may have
to prioritize tasks differently than if your internet were super-fast. So,
separate your tasks into bandwidth-heavy and bandwidth-light ones.
Get the light ones done when youre on your slow connection, and
group all the bandwidth-heavy tasks together so you can do them if
and when you get faster access
To stop high internet website like torrent and update
 5. Summary

If retailers gone through the necessary troubleshooting steps and

customer internet is still slow.

Dont just assume theyve done something wrong, and treat a retailer
service representative with respect and plan to visit a customer.

Please keep appointment as your agree with customers availability.

Dont leave customer without give advice or temporally solution when

it is not possible to solve it on that time such as advice to use outdoor
CPE or indoor CPE.

Dont share information with customer which can affect ISP

Company.

It is better to keep monitor if customer problem has been fixed.

References:

1. https://lifehacker.com/top-10-ways-to-deal-with-a-slow-internet-
connection
2. http://beta.speedtest.net/
3. https://www.lifewire.com/reasons-highspeed-internet-becomes-
sluggish-2483151
THANK YOU