When it comes to customer service, few industries have reputations as tarnished as telecom. Long hold times, unhelpful responses, and endless transfers between departments have become synonymous with calling your provider. It’s not just an inconvenience. It’s also a massive business risk.
In a market where competition is fierce, poor customer service is one of the top drivers of churn. And with social media amplifying every misstep, telecom providers can no longer afford to overlook the importance of exceptional customer experiences. Let’s explore why the industry is failing and how to fix it.
Telecom companies have long struggled with customer satisfaction, often ranking at the bottom of customer service surveys.
Bad customer service doesn’t just annoy customers—it also directly impacts revenue, retention, and reputation.
Customer churn is a perennial challenge for telecom providers, and poor service is a major driver.
In the digital age, every negative interaction can quickly become a public relations crisis.
Despite its importance, customer service often takes a backseat in the telecom industry.
Turning around customer service isn’t just possible—it’s essential. Here’s how telecom companies can address the issue and win back customer trust.
Customers expect seamless service across channels, from phone calls to chatbots to social media.
a leap in customer self-service interactions from 19 percent to 45 percent,” enthuses Heng. “This boost is driven by a 140 percent increase in average messages per user, particularly for Digital Lifestyle products.” He shares Rahmi’s support for her customer service agents, who can now spend more time with the customers who need them the most. “Our agents used to handle 8,000 calls a day, but now that volume has dropped to 1,000 calls, and cross-selling has
Customer service agents are often undertrained and overwhelmed. Providing them with better tools and training can significantly improve outcomes.
Instead of waiting for customers to call with problems, telecoms can use data to anticipate issues and address them proactively.
Traditional customer service metrics such as average handle time (AHT) often prioritize speed over quality. Instead, focus on metrics that reflect true customer satisfaction.
The telecom industry doesn’t have to be synonymous with bad customer service. By investing in the right technology, prioritizing training, and rethinking their approach to customer care, providers can transform a longstanding weakness into a competitive advantage.
In an industry where trust is rare and loyalty is fleeting, exceptional customer service is no longer a nice-to-have—it’s a necessity for survival.