電信業營收確保之探討－以電信費客訴案為例

Abstract

電信業的競爭，隨著電信技術的創新與電信市場的開放，日趨激烈，電信業的微利時代跟著來臨。電信業者的作業流程益趨複雜，電信營收，在增加不易而漏失機會大增的情況之下，營收確保（Revenue Assurance）的議題這幾年來，由國外蔓延至國內，已迅速取代了過去的客戶關係管理（Customer Relationship Management），成為各電信公司需迫切改善的課題。 而電信業營收確保之重要性，因為每日要處理的通話量（傳輸量）與資料量之龐大與複雜。而其面對的激烈競爭，使得各業者常常推出新的促銷方案，在相關作業配合時間短促的情形下，可能造成計費程式錯誤，訂單處理失誤、通話紀錄漏失、員工專業訓練不足、網路設定錯誤等，故營收確保的工作，是全面性的、風險導向的檢核。 而電信業更是公共事業的一環，對一般消費者或企業客戶、甚至機關學校等非營利事業而言，關係都同樣密切。 本研究希望藉由電信費客訴案的分析，偵測中間有無營收漏失的發生，若確屬事實，立即研擬、規劃或建議改善方案，並追蹤問題是否已確實改善。再希望藉由單一部門的研究成果，推展到全公司之所有相同部門，一起執行營收確保的行動方案。 本論文預期達到下列研究目的： 一、確立營收確保是電信業的重要策略。 二、從電信法之修法看電信自由化。 三、蒐集常見的電信費客訴案例。 四、分析電信費客訴案對營收確保的影響。 五、建議將單一部門客訴案之分析與改善列入公司全面性營收確保的一環。

Due to the innovations of technology and open of the market in the telecommunication business, competitions become tough day by day. The era of micro benefit is coming. The operation procedures become much more complex than before. It is obvious that losing revenue becomes much easier than increasing it. The issue of Revenue Assurance（RA）has replaced the issue of Customer Relation Management（CRM）in the recent years throughout the world including Taiwan. In every telecommunication company, RA becomes a crucial problem which must be solved quickly and effectively. The competitions bring a lot of tariff promotions, accompanied by more traffic volumes (calling record transactions) and data to be processed, Revenue calculating mistakes were often found by programmers, order handling operators, CDRs（call detail records） from malfunction switches, under-trained employees and error-set networks etc., therefore RA becomes an overall risk–based evaluation mechanism of the whole enterprise. Also as a key member of the Utilities, telecommunication businesses have close relationship with the common subscribers, the enterprises and the non-benefit organizations. This study expects to prove that from the research of the phone bill claim cases analyzed by a single department, the result revealed that if revenue loss happens, then fix it as soon as possible, or come up with suggestions to improve the operation procedures, then follow up whether the same type of losses will happen again. Furthermore the model designed by a single department can be imitated and improved by other departments of the enterprise, in other words, the whole company performs the same RA procedures altogether. The objectives of this thesis are as follows: 1、To assure that RA is an important strategy of the telecommunication enterprises. 2、To study the liberalizations of telecommunication business by reviewing the amendments of Telecommunications Act. 3、To collect the phone bill claim cases. 4、To analyze the impacts to the revenue losses evolved from the phone bill claims. 5、To suggest that the analyses and reformations of phone bill claim cases by a single department can be developed as a model to be applied to the whole enterprise.