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busIness Case framework
opportunity for revenue and direct cost increase. Customers
might be contacted several times through several sales chan-
nels (technicians, customer care, door-to-door agents, and
indirect partners) and should be exploited. In the case where
operators choose a scenario of migrating voice-only customers
over broadband port and home gateways, upselling from 1P
to 2P should be a major focus. is driver needs to be calcu-
lated per customer segment and by products.
• Customer care workforce costs (one-time OPEX
*
) should
be evaluated from several angles. e right combination
of outgoing calls from agents versus IVR should ...