Deregulation, customer churn, new services, and the emergence of new operators have forced Telcos to redefine customer service. Product differentiation is hard to achieve and quickly copied by competitors so Customer Service is where a sustainable advantage can be built although it requires, among other things, a powerful and feature rich contact center.
Another challenge many operators face today is the increasing strict regulatory environment aimed at controlling the implementation of campaigns and the use of customer information. Contact Centers need to accommodate these requirements and enable Telecom operators to deliver an outstanding service and be the forefront of their customer care strategies.
Related Case Studies
 |
Telefonia Dialog is one of Poland's largest independent fixed-line operators. Every day our consultants at the Call Center receive calls from those asking about the possibility to subscribe to our services. As of November 2003, this possibility is given not only to The Residents of the area where dialogue built its network, but also to all others interested in taking advantage of the competitive pricing of long distance and international calls, as well as connections to mobile phone operators by using prefix 1011. The dialogue network is being built on the area encompassing 13% of Poland's territory, inhabited by 6 million Poles. |
 |
Claro, one of the leaders in mobile telephony in Brazil, operates nationwide and serves more than 52 million customers, according to the National Telecommunications Agency (Anatel). The service operates throughout Brazil and is currently present in over 3,550 cities with 3G and GSM. |
 |
Etisalat is one of the largest telecommunications companies in the world and the leading operator in the Middle East and Africa, headquartered in the UAE. Etisalat operates in 18 countries across Asia, the Middle East and Africa, servicing over 100m customers out of a total population of approximately 1.9bn people. In 2009, Etisalat reported annual Net Revenues of AED 30.831billion and Net Profits of AED 8.836 billion marking a 5% and 16% increase respectively, compared to 2008. |
 |
Jazztel is a leading telecommunications and data transmission carrier with its own infrastructure in Spain. The company offers broadband solutions for voice, data and Internet traffic geared towards residential and bussiness markets. |
 |
Yemen PTC is a governmental organisation responsible for operation and development of national telecommunication network and services in Yemen. |  |
 |
Telefónica is a world leader in the telecommunication sector, with presence in Europe, Africa and Latin America. Telefónica is an integrated carrier with one the largest market shares outside of its original market and is the leading carrier in the Spanish-Portuguese speaking market. Thanks to this, it is on its way to becoming the leader among multi-service and multi-domestic providers. |
|
