Ask the Telecom Pro
Carrier Commitments | Quarterly Business Reviews (QBRs)
Q: My carrier’s account team is not meeting their commitments. I have escalated and the results are the same. What can I do?
A: When you have exhausted the standard and documented escalation paths and have not received satisfactory results, contact the carrier’s executive offices and file a complaint. Contact information for corporate executive offices may be found on a carrier’s web sites or you can call the general support phone number and ask for the executive offices or office of the president to file a formal complaint.
Q: Should I have quarterly business reviews with all of my telecom vendors?
A: Quarterly business reviews should be performed with all vendors considered to be strategic vendors. A bi-annual review or annual review may suffice for other vendors. The interval for vendor business reviews really depends on the value of the relationship to your organization. If the vendor provides critical services and takes a large portion of your annual budget, then meeting more frequently is advised to manage the relationship.
Timothy C. Colwell is a telecom management industry thought leader exploring the impact of technology as a business accelerator and social capital enabler.