What does your contact centre do for your brand?

Every so often, I run across a case of customer service that is so exceptional – good or bad – that I am sit in amazement when I get off the phone.

Some companies focus on their contact centre – it is considered a competitive differentiator. I think that customers like to do business with companies that have front line employees projecting a positive, even happy, image. Tomorrow, I’ll write more about Virgin Mobile, a company in this category.

And then there is the firm that I have been trying to talk to for the past two days.

It started with me trying to respond to an ad for a colour laser printer from yesterday’s National Post. No phone number in the ad, just a web address. Problem was that the website was broken. I found a toll free number (1-800-name of company), but the IVR routing was broken. Argghhh! Push 1 for English, 3 for computer equipment, 2 for printers, 2 for business and then “Please hold while I transfer to our service partner…”. Finally, one ring to reach “your call did not go through…”

Don’t you hate that?

After trying a couple more phone numbers, I spoke to their third party PR firm – the only shining light in the past 24 hours.

The IVR routing has since been repaired, but the agent at the end of the phone is from a third party hardware maintenance company and he routed my call to another queue that simply dropped the call after 5 minutes of on-hold music.

The ad for the printer had a circle around the brand name and said that this label was the most important part of the printer.

I agree.

The problem is that the company’s name is not projecting the same image as they might have hoped.

What is your contact centre doing for your brand’s image?

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Shaping concerns over neutrality

Does traffic shaping violate the principles of net neutrality?

That is a subject of discussion by some folks responding to a recent article by Michael Geist and follow-up from Mark Evans and Matt Roberts’ technical description of neutrality considerations in view of network capacity limitations.

Michael Geist follows up with a discussion of whether Rogers’ traffic shaping practices controvene some of the recent official definitional statements on net neutrality principles issued by different bodies. The Telecommmunications Policy Review Panel called for a net neutrality provision on the following terms:

The Telecommunications Act should be amended to confirm the right of Canadian consumers to access publicly available Internet applications and content of their choice by means of all public telecommunications networks providing access to the Internet. This amendment should

  • authorize the CRTC to administer and enforce these consumer access rights,
  • take into account any reasonable technical constraints and efficiency considerations related to providing such access, and
  • be subject to legal constraints on such access, such as those established in criminal, copyright and broadcasting laws.

I have not heard allegations of Rogers fully blocking access to lawful content or applications. Blocking is more severe than slowing or throttling certain classes of traffic. Matt Roberts’ piece speaks to the reasonableness of “technical constraints and efficiency considerations” that Rogers could point to. Would such a description be adequate under the intention of the TPR report? The TPR report did not suggest that all applications should be treated equally which, coupled with paragraph ‘b’, appears to open the door to traffic management.

Another definition examined in the Michael Geist discussion is the commitment set out by AT&T;/BellSouth as a condition for FCC approval of its merger:

AT&T;/BellSouth also commits that it will maintain a neutral network and neutral routing in its wireline broadband Internet access service. This commitment shall be satisfied by AT&T;/BellSouth’s agreement not to provide or to sell to Internet content, application, or service providers, including those affiliated with AT&T;/BellSouth, any service that privileges, degrades or prioritizes any packet transmitted over AT&T;/BellSouth’s wirelines broadband Internet access service based on its source, ownership or destination.

There are at least two important aspects to this commitment that merit a careful parsing of the second sentence. AT&T; agreed not to provide nor sell a specific type of QoS service to other parties. The ‘forbidden’ QoS service would be one that discriminates on the basis of source, ownership or destination.

Is traffic shaping of certain types of file transfer traffic in violation of this commitment? Such a practice does degrade and prioritize some packets, but I have not heard anything that suggests that there is a discrimination based on who generates the traffic (the source), who receives it (the destination) or the ownership whether it is the IP owner, the application owner or the file owner. As such, I don’t see how traffic shaping of a class of applications qualifies as a violation of this principle.

But if we look further at the AT&T; commitment to the FCC, even if a carrier does prioritize based on the source, ownership or destination, it appears to be OK. The commitment is that AT&T; will not sell such a prioritization service to other ISPs, application providers or content providers. I don’t see, at least in this paragraph, a commitment not to discriminate for its own network management purposes.

As such, there is nothing in this particular commitment that prevents AT&T; from degrading packets for whatever reasons it chooses or just because it happens to be a month with an ‘R’.

If Rogers is shaping classes of traffic, such as torrents or any other, as some of the allegations are asserting, it appears to be a legitimate network management activity under current and proposed regulations: under the TPR proposals; and, the neutrality commitments made by AT&T.;

As Spock would say, “The good of the many outweighs the good of the few.”


Update: [April 20, 2:50 pm]
A letter to the editor of the Toronto Star from Ken Engelhart of Rogers denies that Rogers is degrading encrypted traffic. The letter goes further and says that Rogers has not received any complaints to its customer service centre about alleged problems getting email from University of Ottawa, as claimed in the original article by Michael Geist.

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Ministerial privilege

Maxime BernierMichael Sone and I are happy to announce that Industry Minister Maxime Bernier will be returning to deliver the final remarks at The 2007 Canadian Telecom Summit on June 13.

At last year’s event, the Minister delivered the groundbreaking news of Canada’s first policy direction to the CRTC. Since that time, we have witnessed considerable focus on telecom issues from the Minister and Cabinet.

The 2007 Canadian Telecom Summit is taking place in the middle of the comments phase for Industry Canada’s consultation on the next mobile spectrum auction. There is also a lot of talk these days about industry consolidation, corporate structures and foreign ownership.

All of these are great reasons to want to listen first hand to the messages in the Minister’s remarks.

Plan to attend The 2007 Canadian Telecom Summit, June 11-13 and stay through to the end to hear his wrap up.

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Looking forward to Videotron wireless

I was happy to read about the likelihood that Videotron plans to evolve from reseller to facilities-based provider of wireless services.

Regular readers will recall that I tend to believe in letting market forces work, especially when there is so much choice available. We have 3 real, facilities based carriers and a host of resellers who are keeping the marketplace pretty competitive for consumers.

People often neglect to mention the MVNOs and resellers – companies like Amp’d, PC, Virgin and others. I know that Virgin has some real differentiators for customers – my daughter has been using their service this past year. No system access fees, real live customer service reps, aggressive price plans – easy, no-charge number changes (for when she is back in Toronto for the summer).

I think additional competitors would be great, but I get concerned with calls for government subsidies and intervention into the marketplace. A set-aside of the spectrum to be reserved for new entrants is a subsidy. I don’t like the implications for distorting market economics if one industry participant pays less than market value for its infrastructure – it ends up with an artificially subsidized cost structure. The need to guard against speculators that might use the subsidy to inventory spectrum waiting for foreign investment restrictions to be lifted.

I don’t believe lower wireless pricing leads to increased market penetration. If it did, then the US should be leading the world.

There are a lot more complicated forces at work. I’ll be speaking about some of these issues on Monday at the CWTA AWS Forum in Ottawa.

I wonder if the proper correlation, if any, may be that a decline in the rate of change in market penetration leads to more aggressive pricing. In other words, as the market becomes saturated, service providers drop prices to try to grab each others’ customers.

Any economists want to do a study?

Test driving the RIM 8800

8800I received a little package from Rogers last week – an opportunity to test drive the new Blackberry 8800.

I have been using a 7200 series Blackberry for the past few years and my family will attest that I am a certified addict. I need the full keyboard, so I have been waiting for the 8800’s full keyboard combined with the Pearl trackball. It takes some getting used to – but there is so much more.

The system boots up almost immediately – a welcome change from what I have been used to. Starting from removing the battery is a longer initialization process. Quad-band, GSM/GPRS and EDGE networks with resultant zippy download speeds.

The built-in GPS came in handy for a road trip yesterday. While Pierre Karl Peladeau, chief executive of Quebecor, was in Ottawa calling for an acceleration of the AWS spectrum auction, I spent the day testing the Telenav turn-by-turn voice navigation to help us get through the streets of Montreal. At $10 per month, it is a nice package that is priced competitively to services like GM’s OnStar.

One-touch voice activated dialing and a speaker phone are other useful tools – especially when driving. The system responds to other voice commands as well. Has anyone built an application to get the system to read my incoming emails to me while I drive?

Of course, it is also Bluetooth equipped and I was able to easily pair one of my Motorola earpieces. The demo unit I have also came with wired stereo ear buds – the system can play audio and video files (MP3, WMA, MPEG4 and WMV among others).

Will RIM design one that can float when I drop it into Lake Muskoka?

Jim Balsillie, Co-CEO of Research In Motion, will be a keynote speaker at The 2007 Canadian Telecom Summit on June 12.

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