What Is the Key to Winning Over Customers in The Telecommunication Industry?
The telecommunication industry is becoming more complex and competitive than ever before. With competition on the rise and telecom sector players getting into a rift with one another to have the upper hand in the market, there is a great rate of tension building up in the industry. But we have some good news for people […]
The telecommunication industry is becoming more complex and competitive than ever before. With competition on the rise and telecom sector players getting into a rift with one another to have the upper hand in the market, there is a great rate of tension building up in the industry. But we have some good news for people in the telecommunication industry looking for ways to get the ball into their court – simplification is the secret ingredient that you need to incorporate into your business.
What exactly do we mean by simplification you wonder? Well, as far as customers are concerned it is the opposite of long waits in telco stores, unresponsive customer services, unclear bills, etc. Customers want processes to be simple and fast, avoiding unnecessary confusion. The tougher telecom sector players make their operations, and the more complexity they add in business processes, higher are their chances of losing out on customers to competitors. Here are some of the areas in which the players in the telecom industry must focus on to reduce complexity :
- Sales teams must be given adequate training to focus on the highest value customers and the products on which to focus their efforts. These training will help them to manage customers and offers better
- Call center teams often face difficulty in explaining complex services and offers to the customers which further leads to their frustration.
- Technology teams have to work on improving old processes constantly so that more simpler, quicker and time-saving techniques can be implemented
Four dimensions to focus on while implementing simplicity into business
Telecommunication industry players must focus primarily on these four aspects while simplifying business processes:
Products: Most companies in the telecommunication industry have a complex portfolio with thousands of combinations of products. It would be advisable to reduce the number combinations, making it simpler to pitch them to the customers and more easier for customers to arrive at a decision.
Processes: It is essential for players in the telecommunication industry to reconsider the operations that are still carried out manually and switch to automation wherever possible. This would help to create a more unified customer experience.
Technology: Telecom sector companies must seek to continually update their infrastructure and technology based on the latest market trends, to stay relevant and withstand competition from other players in the market.
Channels: Today, most of the telecom companies opt for selling their products and services through physical stores. Since the world is going online, switching to digital platforms would be beneficial.