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Fixed telco customer service strategies

Product Type: Market Research Report
Published by: Ovum Plc
Published: January 2006
Product Code: R464-85
Description
Customer service is no longer viewed as a costly necessity, but is increasingly viewed as a means of differentiating a telco’s service offerings from those of its competitors, thereby enabling them to move away from pure price-based competition. Customer service has gone strategic.
Table of Contents
Key messages
Background and scope
Key elements of customer service today
Strategic perspective
Structures
Systems
Levels of service
Measurement
Key issues
The three Rs
Automation
Limits of technologyCosts versus revenues trade-off
Customer service is a people business
Ovum view
Ordering and More Information
Price and Delivery Options


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