The home certification test and data collection process verifies installation quality. The workforce accountability assures installation quality improvement and churn reduction. The process also improves workforce efficiency – saving time and operating expense. Home certification is more than fleet management. It incorporates asset (test instrument) inventory management and test data collection and analysis. With automated tests, the home certification process simplifies testing and enables more complete testing in less time. Again, the data collection and analysis aspect builds in accountability. The end result is customer retention and lower costs.
The main objective of home certification is to make sure the drop is performing according to plan for all services, including ensuring that CPE can communicate with the cable company back office systems within defined specifications. A successful test process reduces the potential for failure in future self-installs, when the customer decides to upgrade services for example. The test regimen also collects detailed information that can be included in future “state-of-the-network” analysis. When there are problems affecting performance at the tap, the home certification data is essential for referrals to higher tier servicing. To put it in a nutshell though, the main goal is to reduce repeat service calls, reduce the total number of service calls, and increase customer satisfaction.
A new webinar, Home Certification 2.0 will provide an overview of home certification needs and recommended practices. The session will include a walk through the process, showing how the use of a new iPad application makes it especially quick and easy for the technician to follow the procedure.
DSAMobile iPAD Home Certification
