Apropos issue 1 - 2010

Daren O'Meara, our newest team member, has taken on the role of TelcoOptimiser Sales Specialist, replacing Les Whale. Coming in from roles with Telecom, Vodafone and Callplus, he has a good understanding of the telco world and a passion for helping companies get the best out of their telecommunications. You'll find that he'll be looking further than just TelcoOptimiser, if another service would suit you better.

A keen athlete, with one New Zealand Ironman under his belt and another planned, Daren is also player/coach for a men's football team. When he is not out training, you might find him helping out at Variety, the children's charity, where he was voted Volunteer of the Year in 2004.

Want to contact Daren?

Telco billing is complex and confusing - anyone who has tried to decipher a telco invoice knows that.

Experience helps, and stamina - knowing when things look wrong, and having the focus to untangle the knots in billing data, are important aids to making sense of telco invoices.

That's what we've found with our TelcoOptimiser, Benchmarking and Optimisation services, where getting a clear analysis of telco billing is key.

So what sort of things might we find when we look with an "expert, eagle eye"? Internet charges have featured in recent reviews.

When we looked at the billing for one client we found they had two separate internet plans, one that was paying penalty rates for running over its data cap while the other was not used at all. For another client we picked up overage charges exceeding $15,000 a month. Naturally, we are recommending appropriate changes.

It's this sort of mismatch of service and usage that TeleConsultants can help with. If you would like to know more, we are more than happy to talk to you.

Contact Daren to find out more

As you may know, some months ago Avaya acquired Nortel Telecommunications. The outcomes of the takeover are now becoming clear. Much of the Nortel product range will be rebranded as Ayaya, and where there are duplications, generally it will be the Ayaya product that is taken forward.

As usual in these situations, there are some good deals on offer. Of special interest is the opportunity for upgrade and support; at the moment these can be purchased into the future for a significantly reduced price. This means that if you have a Nortel PABX that is not at current software and/or hardware release, it would be worthwhile to check out the offer with your supplier. And sooner, rather than later, as the offers are for a limited time.

Got questions about what this might mean for you? Talk to us

Kiwi start-up company, Customer Services Audit (CSA), is building on the success of its contact centre self assessment tool, Snapshotz Online. With customers in over 14 countries, Snapshotz is being launched this month into the North American market through its US partner, Altivon L.P.

This is good news for CSA, and good news for us. Not only is it a buzz to see a kiwi firm do well overseas, it's a buzz because we are Snapshotz partners too. Readers might remember we were so impressed when we were first introduced to it that we devoted an entire issue of Apropos to the service.

A powerful tool for any manager wanting to improve contact centre performance, Snapshotz can capture, assess and compare all the complex and interactive facets of the customer service environment. This is something managers can do in-house or with support.

As Certified Snapshotz Partners, TeleConsultants offers a full range of assistance, from ad-hoc support to full turnkey independent audits and other value-added services. If you want to implement Snapshotz but find pressure on time or staff is preventing you, please talk to us about how we can help.

Find out more at Contact CustomerServicesAudit ..... or talk to Daren

Heading up the largest global telecommunications research site on the web, Paul Budde is a regular commentator on the world we work in, generally and specifically. We found his recent blog, "Rapidly shrinking telco values", particularly thought-provoking. In a world where traditional Fortune 500 companies are seeing their asset values plummet towards zero, he questions what the future might hold for Telecom and Telstra? What indeed?

Click here to read the blog

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