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New Report from WTA Provides Key Insights for Improving Management of Services for Customers

Thursday, September 12, 2019   (0 Comments)
Posted by: Victoria Krisman
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(New York, NY, September 12, 2019) – The World Teleport Association (WTA) today released High Performance: Service Management, the second report in the High Performance series, which examines the most common under-appreciated issues that can have an impact on quality of service and how teleport operators can address them.

“Teleports are technology businesses,” said executive director and report author Robert Bell, “but so much of the quality of service they provide comes down to people. Service management is generally a strong point for the teleports we have certified. This report drills down into vital details where even high-quality operations have an opportunity to do better.”

WTA members can access the report by signing in to their accounts on the WTA website. Non-members can purchase the report for US$450. WTA Members may directly download the report by following this link.

More about High Performance: Service Management
Change is a constant at teleports. It is also the enemy of quality of service, because every change to the complex chain of hardware, software and transmission capacity creates a risk of failure.

As every teleport operation has become more dependent on software to manage equipment and deliver services, the risks have only mounted. Satellite and terrestrial capacity, once relatively fixed for most applications, must increasingly be managed dynamically to deliver the most cost-effective and reliable service. Quality of service itself must be more tightly managed because the competitive pressure on operators is rising. And when problems do occur, how they are handled can make the difference between a big loss to the business and congratulations from a customer on a challenge well met.

WTA produced this report based on its complete data set on Provisional and Full Certification of teleports completed from 2016 through May 2019. Provisional Certification is based on answers to a questionnaire covering facilities, technologies and the operating procedures used to manage them and deliver service.

About World Teleport Association
Since 1985, the World Teleport Association ( has focused on improving the business of satellite communications from the ground up. At the core of its membership are the world's most innovative operators of teleports, from independents to multinationals, niche service providers to global carriers. WTA is dedicated to advocating for the interests of teleport operators in the global telecommunications market and promoting excellence in teleport business practice, technology and operations.

For More Information
Victoria Krisman
Communications Manager
World Teleport Association

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