eCommerce and the Telelcom industry

A big challenge facing most Telecom companies today is customer churn. The time when a customer was faithful to a service provider for many years is gone - Especially when a customer is buying a wireless service. Considering that this is a very competitive market and where growth opportunities are enormous.

With the advent of WNP ( wireless number portability) this makes it easier for a customer to move to another provider for a better offer and still retain the same telephone number.

Telcos have started to bundle products together and offer the customer a discount based on the number of products and length of contract being signed.

Customers want the best ( cheapest price) and excellent customer service.

Most Telcos offers have too many variations, options and restrictions. Offers need to be simplified and have unlimited voice and data plans.

Also when they have a problem, they want to talk to a live knowledgeable person. Being sent to a call centre in another part of the world where they have difficulty comprehending the problem. They are just following a script. Often having to be handed off to another person who also cannot help.

With more providers moving to faster networks such as 3G networks and offering more services such as video streaming, Video conferencing etc., there will be a greater demand for simplified offers such as a unlimited data plans.

The customer service groups will need to be better trained and have better tools to assist the customer. The environment will be even more complex since most often the content is coming from a third party.

My thoughts from having worked in the Telco industry for several years.

Just read this book - Finding your S.M.I.L.E.

I just finished reading this book. Finding your S.M.I.L.E. This book is a great motivation for me. First my son wrote it and second it is excellent for someone who wants to reach a goal and needs some technique and structure on how to attain that goal.