{"id":6240,"date":"2021-11-23T08:50:04","date_gmt":"2021-11-22T22:50:04","guid":{"rendered":"https:\/\/www.cytrack.io\/wpv6\/?p=6240"},"modified":"2021-11-23T08:51:35","modified_gmt":"2021-11-22T22:51:35","slug":"4-reasons-that-your-telecoms-contact-centre-isnt-working-for-you","status":"publish","type":"post","link":"https:\/\/www.cytrack.io\/wpv6\/4-reasons-that-your-telecoms-contact-centre-isnt-working-for-you\/","title":{"rendered":"4 reasons that your telecoms contact centre isn’t working for you"},"content":{"rendered":"

The global telecom market is forecast to grow<\/a> 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.<\/h3>\n
\n

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.<\/p>\n

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.<\/p>\n

Telecoms contact centres face many complex challenges, but we see 4 key reasons<\/span> why your system is not working as effectively as it could.<\/p>\n

\n

1.\tYour agent onboarding experience is poor<\/h4>\n

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.<\/p>\n

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.<\/p>\n

\n

2.\tYou are unable to proactively engaging with prospects<\/h4>\n

Reactive customer service is normal for most businesses. It means that you only act after there is a problem or outreach from a prospect. <\/p>\n

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.<\/p>\n

\n

3.\tYour product knowledge is inconsistent and quickly superseded<\/h4>\n

The telecoms industry is fast-paced and requires companies to add or remove products and services every year to stay competitive.<\/p>\n

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.<\/p>\n

\n

4.\tYour contact centre technology is outdated<\/h4>\n

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.<\/p>\n

As telecoms businesses seek to exceed customer requirements and stay competitive, flexible, scalable contact centre solutions are necessary.<\/p>\n

\n

Is it time for a cloud-based contact centre refresh?<\/h4>\n

Many telecom businesses today are making the transition from on-premise to cloud-based contact centre technology.<\/p>\n

We’d love to help you implement this modern capability too.<\/p>\n

Speak to one of our team today and let’s create your ideal customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":"

The global telecom market is forecast to grow from $2.7tn in 2021 to $3.4tn in 2025, driven by the continued […]<\/p>\n","protected":false},"author":1,"featured_media":6241,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-6240","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"yoast_head":"\n4 reasons that your telecoms contact centre isn't working for you<\/title>\n<meta name=\"description\" content=\"Discover how to eliminate the 4 reasons that your telecoms contact centre isn't working as you would like it to.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"4 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