Method for Optimizing Incident Handling Process for Telephony Outsourcing Companies

Abstract

Communication service companies strive to maintain quality service, which implies having strategies that facilitate timely attention to incidents. In this context, this study proposes a method to improve incident management in an IP voice communication outsourcing company. The method was developed in three phases: preliminary analysis, improvement, and comparison. The preliminary analysis phase involved identifying the problem, defining indicators, conducting pre-measurement and developing solution proposals. The improvement phase included planning (defining requirements), designing the technical solution, coding and integrating the method, and testing it. Finally, the comparison phase evaluated the results before and after the implementation of the method using four indicators: incidents in queue for attention, incidents resolved outside of business hours, response time to Lightweight Directory Access Protocol (LDAP) incidents, waiting time to be served. The sampling for the study was differentiated for each indicator and data were collected over a period of three months for "pre" and five months for "post". The results showed the complete elimination of waiting time for AD user support. Additionally, the time to resolve incidents was reduced to 36 seconds.The workload of the attentions was also considerably reduced thanks to the automation of the process.