SimCall Reduces Call Center Volumes by 40% for Tier 1 North American Carrier

Posted by Ryan Guthrie on Mar 11, 2013 10:01:00 AM
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Advanced Technologies & Services, Inc. (ATS), a leading provider of operations and business support systems (OSS/BSS) for communications providers, announced results from a 2012 SimCall project that reduced call center and operator service call volumes by more than 40% for a Tier 1 North American Carrier.

The carrier is a triple play provider and implemented SimCall and SimCall Lite in 2012 to address network integrity and billing issues.  SimCall Lite was implemented first and was used to complete a switch to bill vertical features audit to identify customers who were either over-billed or under-billed for features such as call waiting, voicemail, etc.  Thousands of customers were found to have such errors and actions were taken to correct them.

Once SimCall Lite was fully implemented and initial findings were addressed, the carrier began using SimCall to focus on the more complex translation errors that cause routing and rating issues for customers.  SimCall identified hundreds of translations errors that caused issues such as calls blocked that should complete, toll calls being billed as local, and many more.  The correction of these errors not only had a significant impact on call center volume reductions, but also lead to a substantial increase in revenue associated with billable calls.

ATS’ SimCall and SimCall Lite tools have been utilized by carriers across North America for nearly 20 years. More than 70% of all wireline switches in the US have been tested with the tools.  ATS’ network tools help wireline carriers manage their networks with less resources while ensuring routing and billing integrity.

Topics: SimCall, SimCall Lite, Case Study