Skip to main content

New Approaches to Telco Customer Care


New approaches to customer care -- In today's intensely competitive telecoms environment, proper, timely and relevant customer care is absolutely vital to the future success of operators and service providers.

In this short panel discussion, Keith Willets, chairman of the TeleManagement Forum, bluntly says that "telecom operators do customer service differently, they do it quite badly." Furthermore, where other industries have apparently learned to use web based self-service and self-help to improve customer service, the telecom sector lags the market leaders by primarily outsourcing call centers to countries with low-cost labor.

Willets suggests that the solution to help broadband service providers to catch up is to fundamentally rethink the way that customer service is delivered.

Popular posts from this blog

Digital Identity Market Reaches $80B by 2030

The digital identity market is evolving and growing. After years of fragmented adoption and experimentation, we're witnessing the convergence of regulatory mandates, tech maturity, and more market demand. The fundamental challenge has always been straightforward: how do we prove who we are in an increasingly digital world without creating security vulnerabilities or sacrificing user experience? The answer emerging today involves a complex ecosystem of regulations, standards, and technologies that are finally aligning to make digital identity possible, practical, and scalable. Digital Identity Market Development Recent market analysis by Juniper Research reveals compelling growth projections that underscore this market's maturity: Market expansion from $51 billion (2025) to $80 billion (2030) — a 56 percent growth rate driven by concrete fundamentals rather than speculative hype. Two primary growth drivers — tightening regulatory requirements and maturing technologies, includin...
Read more