Telecoms sector paying out more than ever to remedy customer service faults

A new study from Servion reveals the same old flaws: the telecoms sector in the UK is paying more than ever because of poor customer service.

The study focused on the energy, financial and telecoms markets, with Servion taking its data from the ombudsman of each industry. The report found that the communications sector has seen a significant rise in complaints in the UK with a total of 29,503 complaints – up 132% on 2016’s total.

As users expect more in terms of value from their providers,...

By James Bourne, 12 January 2018, 0 comments. Categories: Customer Service, Research.

The case for defining a new approach to innovation for communication service providers

As is the case in most technology businesses, communication service providers (CSPs) have traditionally relied on research and development (R&D) models to drive innovation. Such models often focus on developing technology to solve or improve small aspects of an established business or customer challenge. Housed within a standalone building (or ‘Lab’), R&D must solve a problem or create a new piece of technology, the benefits of which can be easily predicted, to a cost which can easily be...

By Gabriele Di Piazza, 05 January 2018, 0 comments. Categories: Customer Service, Innovation, Operators.

More telco customer service woes abound – but for Gen Z, chatbots could be the answer

It’s the age-old complaint around telecom providers and customer service; more than two thirds of customers surveyed by Brite:Bill admit they find their bills hard to understand, with three quarters saying they were not interested in the information which came with their statements.

The study, which took responses from more than 3,200 consumers in eight countries, found a worrying amount of churn among consumers.

29% of those polled said they have contacted their service providers over billing issues,...

By James Bourne, 24 November 2017, 0 comments. Categories: Billing, Customer Service, Operators, Research.

Transformation key for telcos to survive, new research argues

Recent research carried by The BIO Agency argued that transformation is the key for telco companies to continue to exist or they will be overtaken by new entrants in the market.

For the research, The BIO Agency polled 1500 residents of the UK and found that customers consider their Telco provider to be nothing more than a utility firm and their decision to stick to the same provider is a result of apathy and not consumer loyalty. According to the research, even if 76.6% of respondents are not free to change...

By Telecoms, 16 November 2017, 0 comments. Categories: Customer Service, Operators, Research.

How wearable technology is transforming in-store retail

The global retail sector has been greatly impacted by the shift to online eCommerce. That being said, remarkable in-store innovation continues to transform the retailer employee and customer experiences.

Retailers are beginning to use wearable technology to improve processes and customer satisfaction. Retailer wearables provide in-store employees with access to information such as stock levels, as well as to facilitate communication with team members.

This allows shopper requests to be resolved faster and...

By David H. Deans, 15 November 2017, 0 comments. Categories: Customer Service, Devices, IoT.

Why the smart home is the new battleground for CSPs

Not since Columbus discovered the Americas has a new land represented such potential. The smart home market is a new world of opportunities, with communication service providers (CSPs) and global brands, including Google, Amazon and Apple battling to capture this growing market.   

In the UK, which is still classed as being in the early adopter phase, more than four million Britons have invested in smart devices for their homes with the market currently

By Dan Faulkner, 26 September 2017, 0 comments. Categories: Connectivity, Customer Service, IoT.

Why the mobile industry must unite or miss a big opportunity

Mobile operators are the gatekeepers for the UK’s favourite device - yet year on year they report decreasing average customer value. It is time that the mobile industry harnessed the potential of operator driven mobile payments enabling merchants to reach their customer on their preferred device, offering a truly mobile payment service.

The Phone-paid Services Authority’s (PSA) Annual...

By Michael Tomlins, 07 August 2017, 0 comments. Categories: Billing, Customer Service, Licensing, Operators.

Why mobile operators must break free from bad customer service

It’s an exciting time to work in the mobile industry, with 5G on the horizon and an increasing reliance on our mobiles and applications, the sector is at the forefront of technological innovation. However, there is also much to fear for the industry stalwarts. Set against a backdrop of narrowing profit margins, particularly with the cuts to previously lucrative outlays like

By Karen Clarke, 28 July 2017, 0 comments. Categories: Customer Service, Networks, Operators.

Report argues ‘mixed’ results for Australian telco customer satisfaction

More than three quarters of Australian telecoms customers say they are happy with their service – but the figure is down on the previous quarter.

The figures come from the latest Telecommunications Customer Satisfaction Survey, from the Communications Alliance.

The research, conducted alongside Roy Morgan Research, found a similar number (74%) were satisfied when it came to the ease of contacting their provider, while more than four in five (83%) had no complaints when it came to understanding their...

By James Bourne, 10 July 2017, 0 comments. Categories: Customer Service, Operators, VoiP.

Why the end of European roaming charges will spur new service innovation

After a protracted regulatory effort, the European Union has finally abolished mobile roaming charges. As of June 15, mobile network operators can no longer charge customers a premium for calling and using data while travelling in any of the 28 EU countries.

This is great news for European consumers, holidaymakers and business travellers who will not have to suffer “bill shock” when they return home. Mobile phone bills loaded with exorbitant roaming charges have a way of making the post-holiday...

By Martin Lund, 30 June 2017, 0 comments. Categories: Customer Service, Mobile, MVNO, Networks, Operators.