PTCLS CHALLENGES AND WAY FORWARD

Presented by Muhammad Jamil

A study based on APC approach

MAJOR CHALLENGES
Sustainability in 3G/4G Era
Sustaining the ARPU Aggressive marketing Better customer response time

Improving the Customer Intimacy

Gap the Trust deficit Front office Expertise Mean response time

Human Resource Management

Skilled resource retention Functional Skill Set development

SUSTAINABILIT Y IN 3G/4G ERA

(MAJOR THREATS)
Broadband Services
Wire line and wireless market
High expectations of ARPU customers Demand to retain/improve QoS

External threats
Recent Broadband service providers Potential 3G competitors

Internal threats
Infrastructure limitations Inefficient Customer support In-house CPE Provisioning

AREAS OF CONCERN
Increase the customer database & maintain the growth rate Increase/ Retain the (Average Revenue Per User) ARPU Customer Support Improve E2E QoE Demand driven deployments Forecasting for network expansion

ACTION ITEMS /IDEAS

Aggressive Marketing

Increase customer af filiation

Quality Surveys

SOLUTION
Idea / Item Aggressive Marketing Concept A way to Increase the revenue

(ALTERNATIVES)
Alternative Ideas Customized solutions for the Targeted Market segments (corporate) Value added Services based on existing network to increase the ARPU New Business segments like eshopping, healthcare, education, real estate etc. Target new areas/network expansion Up selling and cross selling of the products Reinforcement of front end procedures Improve Mean resolution time Closed User Groups Customer feedback surveys Compensation for outages Customer prioritization index for loyal customers

Increase customer affiliation

A way to ensure the customer retention

SOLUTION
Idea / Item Routine quality surveys Concept A way to improve the QoS

(ALTERNATIVES)
Alternative Ideas Traffic Trends and KPI Analysis Regular network audits Increase network availability Forecasting for network expansion Preventive maintenance

Thank You