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Trouble Resolution 22 ND March 2007

Trouble Resolution 22 ND March 2007. Troubles : Definition & Status. What is the ‘Troubles’?. What makes customers discomfort while they are using Raoming service – from the start to receiving the bill. How is it noticed?. By the reporting from customers, each individual case.

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Trouble Resolution 22 ND March 2007

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  1. Trouble Resolution 22ND March 2007

  2. Troubles : Definition & Status What is the ‘Troubles’? What makes customers discomfort while they are using Raoming service – from the start to receiving the bill How is it noticed? By the reporting from customers, each individual case. By roaming partners, for inbound troubles. By the regular test with some operators. What is the status? SKT’s customer care center, in Feburuary, got 140 for CDMA, 71 for GSM, 7 for W-CDMA from Outbound All is reported by customers who were troubled.

  3. Serving Network 22.1% Not Categorized 24.2% IDD 2.1% Misinformed 5.7% SMS 20.7% Handset 11.4% Switching Mode 13.5% Troubles : Details

  4. To reduce troubles Running Monitoring system Try to resolve before customer noticed Co-working with RSP To get stable quality and robust system Having regular test To give precise information to customers To share the result with roaming partners Making process for trouble shooting To shorten the time to resolve the trouble

  5. Trouble shooting Process Pt.1 OB 로밍 고객 불만 접수 NOK 고객정보 파악 (CSMS) Roam? Roam수정 OK 로밍지역정보 파악 (구두문의) a-1 Q-1 OK 품질분야? 신호메세지분석 (RSMS) 불만내역청취/질문 NOK OK 위치등록? 단순불만 NOK OK 발신불가 수신불가 SMS문제 단말On/Off? OK SIM양호? 사용방법 /Lock해제등 시험양호? NOK NOK NOK 단말기 초기화 설정변경? NOK a-2 OK 설정변경? SIM불량 국제회선변경 OK 양호? NOK OK OK 양호? NOK a-2 현지망 문제 OK a-2 양호? NOK 버젼업필요? NOK 처리완료? NOK OK 지역이동 권유 운용팀 분석의뢰 단말기 불량 b-1 b-2 b-3 a-2

  6. Trouble shooting Process Pt.2 b-1 b-2 b-3 OK 타지역 양호? 신호메세지 분석 NOK 분석결과 수신 상용화 DB점검 단말기 문제 OK 양호? Trace 분석 a-2 NOK 불만 내역 기록 OK 정상? 해외T/S통보 (Mail) 지역이동 권유 NOK 처리결과 기록 (해결/미해결) NOK 처리? 상태 재확인 Call (일정시간후) 결과정리 기능개선요청 OK 문제유형 분류 (2~3단계) NOK 보상요구? OK 보상검토 보상처리 OB 로밍 고객 불만 완료

  7. Serving Network 22.1% Not Categorized 24.2% IDD 2.1% Misinformed 5.7% SMS 20.7% Handset 11.4% Switching Mode 13.5% Key for trouble shooting is…. over 40% can be prevented or resolved only by Serving Operator • Instant and prompt response from Serving Operator is the most important. • Same service level and process are asked as Home operator for its customers. • Especially, for long-lasted troubles, regular updated is highly requested.

  8. 2 faces; Home and serving All is Home operator, at the same time is Serving One. As a serving operator, SKT is… Trouble for Guamcell’s customer for Incoming calls is lasted. IRM conflict of KDDI’s customer is still going on. PDR to CU’s customer in 2G network shows no progress. ….and so many Escalation Service Development Team Core Network Solution Team Core Network Management Team Customer Care Centre Troubled Time 24 H 48 H

  9. To do the best for Inbound roamers To resolve its out-trouble more efficiently, SKT will re-design its trouble shooting process and its escalation flow from the start. SKT will deploy the web-based window for partners. SKT will help for regular test by partners as its best. SKT will take its in-roamers as its out-roamers. End Of Document cychin@sktelecom.com

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