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Vertical Features Audit Telephone companies receive and process countless service requests on a daily basis to add or remove vertical features from a customer's telephone service such as calling party number (CPN) identification, calling party name, selective call rejection, call waiting, 3 way calling, etc. These requests are handled by adding or removing a specific code to a subscriber's switch translations as well as to the billing system master file for the account. Unfortunately, many times the situation arises where the customer receives the additional vertical features but is never billed for them. These errors often go by unnoticed and cause the telephone company to lose upwards of millions of dollars per year. The opposite is also true where a customer may cancel a feature but continues to be billed for it. This could lead to disgruntled customers and ultimately a higher churn rate. In order to resolve these issues, it is necessary to complete line-by-line vertical feature comparison of switch translation data to corresponding information contained in customer master files that drive end-user billing. First, ATS uses a module built into our SimCall tool that extracts the line level data from the switch including subscriber information such as class of service and existing features. Next, ATS secures billing system extract files from the carrier that defines which features their customers are currently billed for. Upon completing the comparison, ATS is able to identify which customers are currently under-billed for the features they receive and/or over-billed for vertical features no longer in switch translations for an account. After completing the analysis, ATS provides a detailed listing and accompanying file for the customer service and IT departments to use in analyzing each case as well as to feed mechanical updates to the carrier's billing system. The customer service file includes information about the customers affected and the changes that will be made to their accounts. This provides the customer service representatives with the information needed to answer any questions that their customers may have. The IT file provides a simple and accurate way for the IT department to add and/or delete the necessary USOC codes from the affected customers' accounts. The illustration below shows the results of ATS' analysis for a medium-large sized carrier. As you can see, the potential annualized findings from the un-billed features could reach up to $30 Million Dollars.
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