- Quality of Service
- English
Introductory
Event organizer(s)
Description
In our interconnected world, Quality of Service (QoS) and Quality of Experience (QoE) are essential metrics for telecom regulators and operators. These metrics not only indicate the technical performance of a network but also gauge the satisfaction of end-users. This course focuses on understanding and monitoring these metrics to maintain a high-quality network, ensure regulatory compliance, and boost customer satisfaction.
This course offers a comprehensive foundation in Telecommunications Services Customer Experience Management, emphasizing the critical metrics of Quality of Service (QoS) and Quality of Experience (QoE). Participants will learn the basics of QoS/QoE and key performance indicators (KPIs) for mobile telecommunication services, including both voice and data. The course also covers regulatory aspects governing these KPIs across the market. Additionally, it provides insights into managing the telecom customer journey and handling escalations when customers are dissatisfied.
By the end of the course, attendees will be equipped to maintain a high-quality network, ensure regulatory compliance, and enhance overall customer satisfaction.
This course is designed for managers, engineers, and employees from various sectors, including regulators, government organizations, telecommunication companies, and academia. It is particularly beneficial for those working in or interested in mobile communication customer experience management. This includes professionals focused on Quality of Service (QoS) and Quality of Experience (QoE) management, complaints handling, and the issuance and auditing of related regulations.
Participants will gain a comprehensive understanding of QoS and QoE metrics, key performance indicators (KPIs) for mobile telecommunication services, and regulatory aspects governing these KPIs. The course also covers managing the telecom customer journey and handling escalations, ensuring that attendees are well-equipped to maintain a high-quality network, ensure regulatory compliance, and enhance overall customer satisfaction. This makes it an ideal learning opportunity for those aiming to excel in the field of telecommunications services customer experience management.
To enroll in this course, participants should meet the following requirements:
- Professional Background:
- Managers, engineers, and employees from regulators, government organizations, telecommunication companies, and academia.
- Individuals working in or interested in mobile communication customer experience management, including Quality of Service (QoS) and Quality of Experience (QoE) management, complaints handling, and related regulations issuing and auditing.
- Basic Knowledge:
- A foundational understanding of telecommunication networks and services.
- Familiarity with key performance indicators (KPIs) and basic regulatory frameworks in the telecom industry.
- Technical Skills:
- Basic technical skills related to network performance monitoring and customer experience management.
- Ability to engage with case studies and participate in discussions on telecom customer journey management and escalation mechanisms.
- Commitment:
- Active participation in the live sessions, including interactive presentations, case studies, and general discussions.
- Commitment to achieving a minimum of 80% attendance and a score of 70% or higher in the assessment test to obtain the course certificate.
- Available Seats:
- The course is limited to 40 seats to ensure an optimal learning environment. Early registration is recommended to secure a spot.
These requirements ensure that participants are well-prepared to engage with the course material and gain the maximum benefit from the learning experience.
Upon completion of this course, participants will be able to:
- Outline the Basics of QoS and QoE: Explore foundational concepts of Quality of Service (QoS) and Quality of Experience (QoE) metrics.
- Identify Key Performance Indicators (KPIs): Examine KPIs for mobile telecommunication services, including both voice and data.
- Monitor Network Performance: Apply techniques to monitor network performance using QoS and QoE metrics.
- Ensure Regulatory Compliance: Describe the regulatory aspects governing KPIs across the telecom market.
- Manage Customer Experience: Analyze strategies for managing the telecom customer journey and improving overall customer satisfaction.
- Handle Customer Escalations: Outline escalation mechanisms for addressing customer dissatisfaction.
- Enhance Customer Satisfaction: Implement techniques to boost customer satisfaction through effective QoS and QoE management.
The course will be delivered online, led by a subject matter instructor and will employ the following methodology:
- Interactive Tutor-Led PowerPoint Presentation: Engaging presentations led by the instructor to introduce and explain key concepts.
- Case Studies: Real-world case studies shared by both the instructor and participants from their respective countries to provide practical insights and applications.
- General Discussion: Open discussions where participants can ask questions and receive answers from the instructor and fellow participants, fostering a collaborative learning environment.
- Mandatory online Forum contributions: to foster peer learning, participants will be required to contribute to the online discussion threads moderated by the course instructor(s)
This approach ensures a dynamic and interactive learning experience, allowing participants to gain practical knowledge and engage with peers and experts in the field.
The assessment and grading for this course are based on two key components: attendance and an assessment test. To successfully complete the course and obtain the certificate, participants must meet the following criteria:
Activity and weighting (%)
- Active participation during the live sessions: 20
- Online forum contributions: 30
- Final Assessment: 50
Participants must achieve a total score higher than 80% to obtain the course certificate. This ensures that participants are actively engaged and have a solid understanding of the course material.
Day 1
- Session: Introduction to QoS and QoE (1 hour)
- Learning Outcomes: Overview of Quality of Service (QoS) and Quality of Experience (QoE) metrics
- Activities: Interactive tutor-led PowerPoint presentation
- Session: Key Performance Indicators (KPIs) (1 hour)
- Learning Outcomes: Identify and interpret key performance indicators for mobile telecommunication services (voice/data)
- Activities: Interactive tutor-led PowerPoint presentation
- Session: Monitoring and Network Performance (1 hour)
- Learning Outcomes: Develop skills and analyze tools to monitor QoS and QoE
- Activities: Case studies and general discussion
Day 2
- Session: Regulatory Aspects (1.5 hours)
- Learning Outcomes: Examine regulatory requirements for governing KPIs across the market
- Activities: Case studies and general discussion, Forum contributions
- Session: Managing Customer Experience (1.5 hours)
- Learning Outcomes: Assess strategies for effective customer experience management throughout the telecom customer journey
- Activities: Interactive tutor-led PowerPoint presentation
Day 3
- Session: Handling Customer Escalations (1 hour)
- Learning Outcomes: Outline handling customer escalations for addressing customer dissatisfaction
- Activities: Interactive tutor-led PowerPoint presentation, Case studies and general discussion, Forum contributions
- Session: Course Review and Assessment (2 hours)
- Learning Outcomes: Reinforce learning and assess understanding
- Activities: General discussion and assessment test
Registration information
Unless specified otherwise, all ITU Academy training courses are open to all interested professionals, irrespective of their race, ethnicity, age, gender, religion, economic status and other diverse backgrounds. We strongly encourage registrations from female participants, and participants from developing countries. This includes least developed countries, small island developing states and landlocked developing countries.