Dollars and Cents

Incredibly, I have personally seen more than one telco get its currency units confused when setting up a rate. Pounds and pence, dollars and cents, there is difference of 100 times, and a mistake like that is bound to either cost a lot of money or upset customers an awful lot. An error as simple as that should not need to be caught by revenue assurance, so it says a lot about the nature of error and the lack of controls in telcos that it sometimes needs to be.

Any customer might struggle to keep their patience with a telco that cannot understand the difference between dollars and cents. You can never tell if an audio clip posted to the web is real, but if it this audio clip is real you have to feel very sorry for this Verizon customer. It sounds too real to be staged if you ask me. Listen to this poor guy try to explain some basic maths and the difference between a rate quoted in dollars and a rate quoted in cents. This customer service call tells you everything you need to know about a business too lazy to get its rates correct. What makes it worse is that they are then staffed by customer service staff who lack the ability or the sympathy to understand that their customer is right and their “computer” is wrong.

Eric Priezkalns
Eric Priezkalns
Eric is the Editor of Commsrisk. Look here for more about the history of Commsrisk and the role played by Eric.

Eric is also the Chief Executive of the Risk & Assurance Group (RAG), a global association of professionals working in risk management and business assurance for communications providers.

Previously Eric was Director of Risk Management for Qatar Telecom and he has worked with Cable & Wireless, T‑Mobile, Sky, Worldcom and other telcos. He was lead author of Revenue Assurance: Expert Opinions for Communications Providers, published by CRC Press. He is a qualified chartered accountant, with degrees in information systems, and in mathematics and philosophy.