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Telecommunications Case Studies

Globally the challenges in the mobile phone, internet service provider and cable TV industries are similar:
Rapid Growth in numbers of customers as penetration climbs
Products are becoming technologically complex, demanding higher levels of support
Convergence leading to product bundling
High rates of churn
A primary focus is on minimising complexity to reduce the neeed for customers to contact the organisation for support, increasing take up of self care, and increasing flexibility of product bundling in response to a rapidly changing competitive environment.
This industry is a classic example where the best service really in no service - the goal is to eliminate the need for technical support.

Case Study: Contact Centre Team Leader Develoment - Telecommunications Provider

The Challenge

This South-east Asian telecommunications provider ran multiple contact centres and had over 1000 employees. Their senior operational management were unhappy with the level of performance of their contacts centres in terms of service levels and revenue targets. They were also experiencing high levels of absenteeism

The Challenge

This multi-national mobile telecommunications company was about to enter a new national market which had three existing mobile operators. The challenge was to define a strategy that would clearly differentiate it from the existing players in the market and would position it well with high value customers.

Customer Experience Management Solutions and Consultants

The Challenge

The Challenge