Answer: Low Hanging Fruit

There are a number of ways you can find quick RA wins within an operator, the following are just a few tips for routing out the low hanging fruit:

1) Existing Reports – Most departments produce there own reports detailing customer numbers, system throughputs, revenues etc.  Take these reports and compare the numbers ie NOC customer numbers vs Finance customer numbers – quite often you’ll find large differences that indicate that some sort of problem exists

2) Interviews – Try and identify the key personnel who have manual processes that are Revenue critical – ie someone who manually inputs service orders. Interview the SME and you may find serious control weaknesses that indicate a potential revenue loss

3) The Internet – This is my favourite and the easiest way to find revenue loss(fraud). Go online and search the internet for free calls with your operator. You’ll find a number of chat sites where people swap tricks for getting free calls – test out what they say – you may get lucky.

4) Customer Services – When customers get over-charged they’ll complain, these complaints will be logged in a CRM system and hopefully categorised.  Try and identify the most common complaint – obviously what you’ll have is a Revenue Gain issue, but if the issue is the result of a system failure/problem you’ll often find that the inverse issue exists whereby customers are being under-charged.

The above are just a few tricks that can be used, but the basic theme is simple – when faced with short timescales, don’t try and source your own data just use what’s already available.

Dave Stuart
Dave Stuart
David is an experienced manager, having worked for a variety of international telcos. He has hands-on knowledge of fraud management, revenue assurance, risk management and software development. David is currently the Group Director of Revenue Assurance & Fraud Management at Vimpelcom.