Telecoms Entering Pay TV Market Face Workforce Management Challenges
Author: Stewart Hill
The border between traditional telecommunications and the once-separate arena of pay TV no longer exists. With the arrival of IPTV, telecom operators became serious players in the home entertainment market and now compete directly with satellite and cable television providers.
There are, of course, huge challenges—such as pricing in a competitive marketplace and service-sensitivity. Television consumers expect a more stable medium than they do with telecom products.
Clearly, one of the main challenges is matching qualified staff to jobs. The task of ensuring suitably qualified people are available to carry out urgent and non-urgent asks cannot be underestimated. More difficult and more pressing in keeping costs under control is the challenge of moving pieces around the chess board while making the very best use of resources.
Effective Workforce Management Streamlines Transition
Telecoms entering the pay TV market face a greater degree of complexity in managing engineers across an expanding portfolio while also dealing with new peaks in demand driven by a range of factors. It’s thus vital that providers maximize the efficiency of their field engineering operations.
The answer may lie in rethinking the systems used to allocate engineers to jobs. Traditional scheduling systems perform reasonably well in matching available staff to customer requirements. But that’s a long way from automatically optimizing the deployment of the workforce.
For example, if the goal is to keep travel costs down, there is a range of options to consider, including distance travelled as well as the route and the position of the engineer at the start of the day. If the parallel goal is to keep labor costs down, then not only is routing important (optimal routes reduce the chances of overtime), you might also look at which workers are close to the limit of regular-time hours worked in a given week.
All this has to be factored into the primary task of assigning the right people to the right job across a team of thousands of engineers. It also involves scoring each individual against a series of criteria aimed at improving efficiency and minimizing costs. For a scheduling manager armed with nothing but a simple spreadsheet, it’s next to impossible.
Meanwhile, you have to keep the schedule flexible so it can be altered as circumstances change. To take on this challenge, ClickSoftware has teamed with CFO World on new research that presents a framework for how telecoms can streamline the transition of providing services to the Pay TV market. The paper also discusses key tools such as optimized scheduling and mobility to further empower field workers by giving them access back-office applications.
Capabilities such as these lead to increased customer satisfaction and ultimately help telecoms increase their market share as they enter the competitive Pay TV market.
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