- Hugo Eales, CFO, BT Global Services
Most of the organizations involved in the survey have strong standard operating procedures, although far fewer have procedures for escalation matrices, turnaround times for closure and issue aging. As Romal Shetty, Head of Telecommunications, KPMG in India notes: “Without a proper escalation matrix, any issues raised may fail to reach the right levels of management. The lack of a turnaround time for closing issues could limit the ability to recover revenue.”
And while a majority of companies involved in the survey use some kind of revenue assurance/fraud management tool, over a third say they’re not satisfied with its performance. To ensure a good return for the large sums invested in automation, a rigorous evaluation process is needed to agree requirements and ensure that vendors meet objectives.
Many telecommunications providers appear unwilling to take ultimate responsibility for revenue assurance at the very highest levels, as less than half of the respondents link the function’s performance to management incentives. And with a lack of common standards for measuring leakages, it’s hard to compare the effectiveness of prevention and identification activity between different products.
- Carl Geppert, Global Telecommunications & Advisory Lead, KPMG in the US