Customer Experience (CX) Strategies for Telecom

Powerful Voice of the Customer Analytics
for Your Telecom Contact Center

Customer Experience crisis in Telecom

The telecom sector is in the midst of massive change. Revenue from traditional service lines continues to decrease, while over-the-top (OTT) players earn the lion’s share of digital revenues. In fact, OTT players have reduced telecom revenues from messaging, fixed and mobile voice by 36%.

At the heart of this disruption lies a customer experience crisis. Even as consumers become increasingly dependent on digital technology to consume digital media and content, the telecom medium itself gets little credit – and all the blame. Customer churn costs large telecom companies millions every month.

Telecom companies are turning to voice of the customer intelligence to provide a better customer experience.

There is no better place to hear the voice of the customer than the contact center. However, analyzing contact center interactions can be challenging, with the average organization only examining 2-3% of contact center interactions.

This is where iConvo can help. Analytics solution from iConvo allow telecom companies to examine 100% of contact center interactions. Our intuitive, easy-to-use technology helps you instantly identify dissatisfied customers. And our reporting function lets you turn this raw data into informative reports so you can measure critical contact center KPIs such as Net Promoter Scores and sentiment analytics.

Contact center managers and Quality Assurance personnel can rely on this technology to make better, more informed decisions validated through customer interactions. Now you can leverage our industry-specific classifications so you can hit the ground running. Maximize every customer interaction for:

IMPROVED AGENT PERFORMANCE

Identify Agent Training Opportunities
Improve Sales / Increase Retention
Reduce Average Call Handle Times
Increase First Contact Resolution

QUALITY ASSURANCE / COMPLIANCE

New Issue Identification / Early Warning
Automate Call Monitoring
Enhance Regulatory Compliance
Improve Risk Management

ROOT CAUSE IDENTIFICATION

Call Driver Analysis
Decision Support for Change Management
Monitor Campaign Performance
Quickly Perform Research and Analysis

IMPROVED CUSTOMER EXPERIENCE

Transform Voice of the Customer / Employee
ID Drivers of Customer Dissatisfaction
Perform Sentiment and Satisfaction Analysis
Re-engage Unhappy Customers

Example of some Use-Cases in Telecom

Data-driven insights are needed by many different stakeholders, in order to make better and faster decisions that – often automatically – trigger actions both toward the customer (offers, support) and toward the network (configuration, policy, planning) with the result that customer experience is improved while optimizing both operational and capital expense.

Marketing

Measure subjective customer experience and predict Net Promotor Score (NPS) for every customer. Use AI to identify churn risk, upsell potential, and support needs. Automatically deliver targeted offeres that drive retention satisfaction and ARPU.

Operations

Identify customer impacting events. Prioritize based on scope and importance of imapct. Automatically identify the most probable cause and trigger the next best action (policy, configuration, trouble ticket, etc) in order to improve the customer experience.

Customer Care

When the customer calls, already know the symptoms, most probable cause, and resolution status, in order to deliver a more satisfying core experience with higher first call resolution and shorter call handling time.

Planning & Monetization

Enhance investment decisions and support new business models based on anonymized customer data and insights, and the impact on perceived customer experience.