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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.

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