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Customer Service Assurance (CSA) in telecom and Internet services means the collection of Communications Service Provider (CSP) customer usage information from all practical sources including network traffic, network devices, content servers, management databases and user devices to ensure customer service quality is consistent with CSP expectations.
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There are many drivers for service assurance adoption, with some considering the most important to be the ability to measure the performance of a service. A subscriber’s service experience quality can be directly linked to customer churn. [1] Therefore, maintaining satisfactory service quality levels is key to creating “customer stickiness ...
In telecommunications rating is the activity of determining the cost of a particular call. [1] The rating process involves converting call-related data into a monetary-equivalent value. Call-related data is generated at various points in the network or measurements may be taken by third party equipment such as network probes.
Getty Images When it comes to getting fast customer service, the early bird gets the worm. ... The data is quite clear: The earlier in the day you initiate the call, the faster your issue will be ...