Technical support and field dispatch reduction for a Caribbean telecommunications operator

The challenge

The operator was dispatching field technicians for problems that did not require them, with a high no-fault-found rate on truck rolls that were the largest controllable cost after network. A prior attempt to build a tier 2 function internally had failed on recruitment, because the technical profile competed directly with the operator's own Santo Domingo network-engineering hiring.

Approach and methodology

• Placed tier 2 in Santiago, a second-city market that does not compete with the operator's Santo Domingo network hiring
• Gave agents read access to line diagnostics and provisioning, aligned to network-operations shifts
• Built a closure-data feedback loop with dispatch reason codes to attack no-fault-found dispatches
• Priced on the outcome the operator needed rather than on average handle time

Results

Technical contacts resolved without dispatch rose from 72% to 92%, avoiding thousands of monthly truck rolls, and the no-fault-found dispatch rate fell 72%. Tier 2 resolution became a new capability at 24% of contacts, and churn among subscribers with a technical contact fell materially. Released field capacity was redirected to a backlogged installation and upgrade queue.

Enduring value

The diagnostic paths, dispatch reason codes and closure-data feedback loop are operator-owned process assets, and the Santiago second-city model has since been extended to two further support functions.