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4 reasons that your telecoms contact centre isn’t working for you

November 23, 2021

The global telecom market is forecast to grow from $2.7tn in 2021 to $3.4tn in 2025, driven by the continued uptake in internet TV and cross-sector IoT deployments. But in this highly competitive industry, providing an exceptional customer experience is the difference between top players.

On top of this, major telecom businesses including AT&T, Verizon and Samsung have been forced to rearrange their operations due to the impact of COVID-19. Social distancing, remote working, and the closure of commercial activities have forced a rethink in how these businesses best serve their customer base.

As a result, contact centres have become even more important due to the increased reliance on remote support and going above and beyond for your customers is far easier said than done.

Telecoms contact centres face many complex challenges, but we see 4 key reasons why your system is not working as effectively as it could.

1. Your agent onboarding experience is poor

Unfortunately, agent turnover in telecoms contact centres is high and new hires are under pressure to be taking live customer calls quickly. More than 1 in 4 contact centres struggle with high attrition, causing challenges like extended call queues, lower average handling time (AHT), and eventually, a decline in CSAT, primarily because of poor initial onboarding.

Technology can be a major enabler for effective onboarding and knowledge sharing, making it simpler for new agents to understand their goals, learn more about the product(s), and learn from other agents.

2. You are unable to proactively engaging with prospects

Reactive customer service is normal for most businesses. It means that you only act after there is a problem or outreach from a prospect.

Yet, today’s competitive environment requires more than just reactive engagement. It’s now essential to anticipate customer needs and offer seamless, personalised customer experience or risk being left behind. A lack of proactivity can result from lack of internal customer knowledge, insufficient resources and restrictive contact centre technology.

3. Your product knowledge is inconsistent and quickly superseded

The telecoms industry is fast-paced and requires companies to add or remove products and services every year to stay competitive.

These constant changes are a huge challenge for contact centre agents who must seamlessly transition to promoting the new products and services (such as features, pricing, and implementation information) or risk providing poor customer experience.

4. Your contact centre technology is outdated

There are many legacy on-premise contact centre systems in use today. While it may keep technology costs down, it can be a real problem for your customer engagement and agent experience. These old systems are usually inflexible to modern customer requirements, unscalable with growing businesses and require high-skilled, custom deployments.

As telecoms businesses seek to exceed customer requirements and stay competitive, flexible, scalable contact centre solutions are necessary.

Is it time for a cloud-based contact centre refresh?

Many telecom businesses today are making the transition from on-premise to cloud-based contact centre technology.

We’d love to help you implement this modern capability too.

Speak to one of our team today and let’s create your ideal customer experience.