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Making a call, chatting with someone, and streaming all your favorite shows are all possible thanks to the efforts of the telecommunications industry. Telecom companies keep us all connected, especially during emergencies.
But do you ever think about what is going on behind this interconnectedness? Who works day and night to ensure seamless connectivity?
Business process outsourcing (BPO) providers are crucial in telecommunications network optimization. Let us find out how they support the sector below.
Why Telecom Companies Need to Ensure Seamless Connectivity
Societal, economic, and technological factors require telecom businesses to provide undisrupted communication and internet services. As a result, Grand View Research’s data shows the global telecom services market value reached $1.8 trillion in 2022.
The research organization expects the telecom industry to expand at a compound annual growth rate (CAGR) of over 6% by 2030. The following reasons fuel the sector’s continuous expansion:
- Meet customer expectations. Amid technological advances and high internet speeds, consumers seek uninterrupted connectivity. Slow data speeds and unstable wireless broadband connectivity lead to customer dissatisfaction and revenue losses.
- Support business operations. Companies of all sizes depend heavily on telecommunication services for their daily functions. They need smooth connections for efficient transactions and workflows.
- Aid in responding to emergencies. Telecom networks are critical to emergency responses such as 911 calls and disaster management services. Any interruption has severe consequences, such as loss of life and damaged property.
- Keep pace with technological innovations. As technology constantly evolves, businesses also demand upgraded telecom solutions. This way, they can easily share data with clients and accomplish revenue-generating projects.
- Strengthen competitiveness. Most deals occur online nowadays. So, businesses continue to acquire superior connectivity services to efficiently respond to consumer needs. Such capability gives them a competitive advantage.
BPO’s Role in Telecommunications Network Optimization
Telecom companies need cost-effective partnerships to optimize network services. Third-party teams help them complete non-core tasks faster and more accurately. These extra hands let them prioritize enhancing the quality of their core products and services.
But what is BPO’s actual position in this domain? How do service providers assist telecom businesses in boosting their network offerings? Let us learn more below.
Deploy Artificial Intelligence (AI) and Automation Solutions
Service vendors use AI and automation solutions to speed up time-consuming, repetitive telecom tasks. These technologies help minimize system downtime and enhance network reliability. Third-party providers deploy such tools to perform the following functions:
- Monitor network performance to identify errors and anomalies in real time.
- Conduct predictive maintenance to forecast potential equipment failures.
- Automate troubleshooting and mitigation processes.
- Optimize network traffic and adjust configurations to address changing conditions.
- Leverage chatbots for automated responses to common customer inquiries.
- Collect and analyze big data to identify user behaviors and network traffic patterns.
Support 5G Implementation
BPO companies help implement 5G technology as part of their role in telecommunications network optimization. They assist in designing and planning a client’s 5G network infrastructure. With predictive modeling and simulation, providers guide the mapping of 5G small cells and base stations for maximum coverage.
BPO services in this field also include site acquisition and authorization processing. Support vendors can identify and secure suitable locations where telecom providers can build 5G network posts. Additionally, oss transformation enhances the flexibility and efficiency of telecom operations, enabling companies to adapt swiftly to technological advancements. They help negotiate with property owners and obtain necessary permits.
Additionally, providers support installing and deploying 5G equipment, such as antennas and backhaul connections. They perform testing and quality assurance procedures to ensure the superior performance and reliability of 5G networks.
Provide Technical Support
Telecom outsourcing companies employ technicians, engineers, and information technology (IT) specialists to deliver in-depth technical support. They use modern technologies, such as remote access, automated ticketing, and troubleshooting tools, to accelerate this function. Below, we list what IT BPO’s contribution to this sector is:
- Network setup and configuration
- Issue tracking and resolution
- Network monitoring and diagnostics
- System maintenance and updates
- Cyber threat identification and mitigation
Service providers perform such processes to let their clients’ in-house teams focus on their primary functions. These core tasks include planning and improving telecom products and service packages. This way, telecom businesses avoid the high cost of internal hiring and system downtime.
Deliver Accelerated Customer Service
Providing quicker and more cost-effective customer service is part of BPO’s roles and responsibilities in telecommunications network optimization. Service providers use AI-powered chatbots and cloud-based omnichannel solutions to make this advantage possible.
Chatbots and automated ticketing systems address common customer inquiries regarding network errors. Common concerns are slow internet service and loss of connection. Vendors also use remote diagnostic tools to access customer devices and resolve network problems immediately.
Moreover, BPO organizations deploy data analytics solutions to monitor market trends and user behaviors. The resulting insights guide telcos in identifying areas of improvement and planning projects to enhance their network services further.
Strengthen Data and Network Security
Partnering with BPO companies helps telecom providers strengthen customer data and network security. Recent statistics from Arkose Labs show that telcos were heavily targeted in 2022. The report noted nine out of ten attack attempts were account takeover fraud.
While automated bot attacks dropped by 35%, Arkose warned that human fraud attacks increased by over 300%. These figures mean that cybercriminals execute human-led attacks to bypass automated defenses.
To help avoid such issues, BPO providers use a combination of human and technology resources to safeguard their clients’ data and networks. They regularly train their employees in data backup, system recovery, and network security. Furthermore, they teach their workers how to properly use security tools to protect data and networks from any threats.
The Bottom Line
BPO firms implement several strategies to assist in telecommunications network optimization. They utilize AI and automation tools to help streamline operations and deliver uninterrupted network services. They also use their workforce and tech proficiency to safeguard networks and confidential customer data.
As a result of this deal, client telcos can meet their subscribers’ connectivity demands and in-house communication needs. Outsourcing helps them keep up with tech advances to achieve a competitive advantage.
Let’s connect if you seek reliable technical support and customer service providers. Unity Communications employs robust human and tech resources to help your telco business boost front- and back-office functions.
