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Maybe This is Why Telecom Carrier Customer Service Keeps Getting Worse
PUBLISHED: Nov 16, 2017
A new report from Light Reading shows that the 20 largest telephone companies in North America and Europe cut more than 63,000 jobs last year, and 10 of those companies have slashed nearly 21,000 more so far in 2017.

The job reductions are the result of companies making moves to automate operations and boost efficiency, but it could also be dragging down customer service. AT&T, for example, cut 12,910 jobs last year, per Light Reading, and dropped another 11,740 in 2017. At the same time, average revenue per employee has increased, going from $522,00 in 2015 to $610,000 in 2016. 

Verizon was the most efficient company in Light Reading's study, generating $783,000+ per employee in 2016. 

"Driven partly by merger and acquisition activity, staff reductions have happened as operators have discovered new ways of automating processes thanks to recent technological advances," writes Light Reading News Editor Iain Morris. "Germany's Deutsche Telekom, for example, has recently outlined its vision of developing networks it can manage 'with no human involvement' through a process of 'brutal automation.'" 

Check out the full report, with plenty more stats, here.
Tags: Industry News,

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HPA Consulting Group

HPA Consulting Group, Inc. (HPA) is a privately owned consulting firm headquartered in Rochester, NY providing specialized consulting services in Voice and Data Communications. HPA was founded in 1994 by Bill Hughes and Tom Phelps. Together, the HPA Team has over 200 years of experience in many facets of voice and data communications.

HPA facilitates businesses in determining the best communications solution for their company. This involves voice and data networks, call centers and broadband applications. In addition, HPA manages the telecom expenses for businesses to get them the most cost effective telecom solutions possible. HPA also helps telecommunications providers and manufacturers with their marketing, sales and business planning.

Since HPA's formation in 1994, over 400 clients have contracted to HPA for services. HPA has planned, designed and implemented a variety of voice and data solutions that have enabled businesses to enhance their operations in a cost-effective manner. HPA has also audited telecommunications invoices and recommended changes to client’s telecommunications services that have resulted in millions of dollars in savings for HPA’s clients.

Finally, HPA has performed work in a variety of areas for Local Exchange, Wireless, CATV, Long Distance Companies, Manufacturers and Software Providers.

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Some HPA Projects Include:

  • Designed and implemented a complete new voice, data and security network for a regional bank and their branches. Results included improved customer service in their call center, improved communication between locations and redundancy at all locations including the branches.
  • Designed and implemented a new VoIP telecommunications network including new equipment and services for a Rochester based not-for-profit with over 15 locations.
  • Redesigned a not-for-profit organization’s telecommunications system in five cities by implementing new services and pricing and auditing telephone bills. The savings paid for all new telephone equipment in less than two years.
  • Manage the communications network for a regional hospital in central New York. HPA has lowered the costs for the hospital and at the same time implemented a more up-to-date network with more functionality and redundancy.
  • Designed and implemented a Call Center for a Benefit Company in Rochester. Project resulted in drastic improvements in customer service.
  • Planned and designed a new voice and data network for a Law Firm with six locations in New York State.

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