Move, Add, Change & Disconnect Best Practices is a 2-Hour live eLearning course.

eLearning Overview
Service moves, adds, changes and disconnects (MACDs) are common telecom activities. Change associated with services affects technical infrastructure, service inventory and financial management. Defined MACD processes generate technical and financial integrity for all telecom services. This eLearning Course shares detailed processes for executing successful MACD service orders and focuses on reconciling technical, service inventory and financial accuracy.

View and listen to an instructional presentation, then interact with the instructor, as well as other participants, and ask questions during a roundtable discussion at the conclusion of the course. Participants not only have the opportunity to interact with instructors during this live event, but also receive supporting materials for reference during and after the course. Course materials are designed to enforce and enhance the principles learned during the session.

How you will benefit
This two-hour eLearning course shares sound methodology for voice, data and wireless service MACDs. Best practices learned support service change management, inventory maintenance and financial reconciliation initiatives.

Who Should Attend
Telecom Analysts and Specialists, Provisioning Specialists, Help Desk Staff, and any professionals planning, placing or tracking MACD service orders.

Course Outline

I. MACD Objectives
a. Technical Integrity
b. Financial Integrity
c. Service Inventory Reconciliation

II. MACD Processes
a. LEC Voice Services
b. IXC Voice Services
c. Data Network Services
d. Wireless Services

III. Validating MACD Accuracy
a. Creating Validation Plans
b. Executing Validations
c. Resolving Disputes

IV. Roundtable Discussion

 Customer Service Record (CSR) Interpretation Practices is a 1-Hour live eLearning course.

eLearning Overview
Customer Service Records (CSRs) provide valuable configuration details regarding local exchange carrier services. The information contained on CSRs assists telecom/IT professionals as they build service inventories, audit monthly recurring charges and validate service configuration accuracy. While CSRs support various initiatives, these documents are riddled with complex order codes and carrier-centric nomenclature. This eLearning Course explores CSR interpretation and offers guidance for deciphering their mystical code.

View and listen to an instructional presentation, then interact with the instructor, as well as other participants, and ask questions during a roundtable discussion at the conclusion of the course. Participants not only have the opportunity to interact with instructors during this live event, but also receive supporting materials for reference during and after the course. Course materials are designed to enforce and enhance the principles learned during the session.

How you will benefit
This one-hour eLearning course shares practical information on identifying key CSR data fields, translating CSR codes and CSR interpretation best practices. Skills learned support invoice-to-contract analysis and inventory development initiatives.

Who Should Attend
Telecom Analysts and Specialists, Cost Control professionals, and any staff handling telecommunications invoices and services.

Course Outline

I.  CSR Structure

    a.    Account Details

    b.    Service Details

    c.    Service Configurations

    d.    Taxes, Surcharges & Fees
 

II.  CSR Language

    a.    USOCs

    b.    FIDs

    c.    Remarks
 

III. Pricing Arrangements

    a.    Identifying Contract Terms

    b.    Associating Contracts & Service Details

    c.    Tariff Pricing

IV. Roundtable Discussion

Creating a Service Provider Relationship Management Plan is a 2-Hour live eLearning course.

eLearning Overview
Successful relationships with telecom service providers and vendors require a proactive management plan. The telecom market is unique and there is no guarantee that services purchased will be delivered or invoiced using the agreed upon terms and customer service is often reactive. The information shared will enable you to improve the value of your business relationships even before they commence. Performing a vendor relationship needs assessment, gaining maximum benefit from provider relationships, reducing contentious relationship events and evaluating relationship performance are discussed.

View and listen to an instructional presentation, then interact with the instructor, as well as other participants, and ask questions during a roundtable discussion at the conclusion of the course. Participants not only have the opportunity to interact with instructors during this live event, but also receive supporting materials for reference during and after the course. Course materials are designed to enforce and enhance the principles learned during the session.

How you will benefit
This two-hour eLearning course shares best practices for developing, refining and implementing a service provider relationship management plan.

Who Should Attend
Project Managers, Vendor Management Staff, Telecom and IT Managers and Directors, and any telecom professionals supporting relationship management processes.

Course Outline

I. Relationship Plan Development Process
    a. Needs Assessment
    b. Key Performance Criteria Definition
    c. Defining Performance Measurement Scale

II. Communications
    a. Communicating Needs
    b. Gaining Plan Acceptance
    c. Communicating Performance

III. Management Considerations
    a. Proactive Monitoring
    b. Out-of-Compliance Performance Corrections
    c. Rewarding Exceptional Performance

IV. Roundtable Discussion

Correcting Invoice Errors & Obtaining Credits for Overcharges is a 1-Hour live eLearning course.

eLearning Overview
Identifying billing errors on telecommunications invoices is a vital management task; correcting errors and obtaining credits for overcharges completes the process.

View and listen to an instructional presentation, then interact with the instructor, as well as other participants, and ask questions during a roundtable discussion at the conclusion of the course. Participants not only have the opportunity to interact with instructors during this live event, but also receive supporting materials for reference during and after the course. Course materials are designed to enforce and enhance the principles learned during the session.

How you will benefit
This eLearning course reveals a step-by-step process for effectively correcting billing errors and negotiating maximum credit amounts.

Who Should Attend
Telecom Analysts and Specialists, Cost Control professionals and any staff handling telecommunications invoices and services.

Course Outline

I. Confirming Invoice Errors with Your Service Provider
a. Supporting Collateral
b. Correspondence Protocol

II. Correcting Invoice Errors with Your Service Provider
a. Validating Corrections Occur
b. Confirming Correction Accuracy
c. What to Expect

III. Obtaining Credits for Overcharges
a. Identifying Point of Error Inception
b. Calculating the Dollar Value of an Invoice Error
c. Credit Negotiation Tools

IV. Roundtable Discussion