When a problem with a content or service program is discovered, audit managers will immediately get in touch with the providers of the program and let them know what changes need to be made and give them a deadline for making them. (The time frame will likely depend upon the severity of the problem.) Audit managers will also alert the carriers to the problem.
Centralizing an industry-wide auditing function within CTIA will make it more efficient, according to CTIA’s Desautels. “It will cover more campaigns, the costs will be shared, and the information will flow faster,” he explains. “Right now, when a carrier has a content provider make a change, it might help a customer on another network or it might not, since the content provider might not make the change on behalf of other carri-ers. This system will allow us to make changes on behalf of customers across all carriers.”
Being proactive in putting this program into place will benefit not only consumers but also the entire wireless industry, says Spencer. “To me, this is an example of CTIA doing something that is really important for the industry, something that will really add to the growth of all its client members,” says Spencer. “I think that what’s at stake is so huge that we don’t want to look back three years from now and say, had we only done that it would have been 10 times bigger than it is now.”
