Product Type: Market Research Report
Published by: Ovum Plc
Published: March 2008
Product Code: R464-724Description With incumbent telcos struggling to achieve top-line growth (as their traditional fixed voice revenues decline and revenue growth from mobile and broadband slows), customer service is becoming increasingly important as a differentiator. In this report, we examine the ongoing transition of incumbent telcos from inward-looking technology-focused entities to outward-facing service-oriented companies, and the telcos’ changing opinion on customer service.
Table of Contents - Key messages
- Customer service becoming top of the agenda
- Background and scope
- Overview
Definition of customer service
- Operator approaches to customer service
- Customer service becoming top of the agenda
- Restructuring to improve the customer experience
- One customer, one call
- Increasing and unifying face-to-face retail presence
- Developing expertise in-house
- Outsourcing still used to support in-house operations
- Promoting customer service from within
- Key performance indicators (KPIs) for customer service
- Customer service, customer satisfaction, customer experience - what’s the difference?
- Service promises - the most visible KPI
- Understanding and meeting customers’ needs
- What does the future hold for customer service?
- Much more to be done
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