Telecom Business Customer Experience Strategies | Calabrio

Customer Experience Strategies for Telecom Businesses

Scalable, Robust Workforce Optimization
and Powerful Voice of the Customer Analytics
for Your Telecom Contact Center

Telecom Transformation Exposes Customer Satisfaction Crisis

The telecom sector is in the midst of massive change. Revenue from traditional service lines continues to decrease, while over-the-top (OTT) players like Amazon and Netflix 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 satisfaction 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. The telecom industry is ranked 10th out of 11th by the American Customer Satisfaction Index for customer satisfaction. And customer churn costs large telecom companies $65 million every month.

To get ahead of customer wants and needs, 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% of contact center interactions.

This is where Calabrio can help. Analytics solutions from Calabrio 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.

Scroll down to see how Calabrio has helped telecom companies including Consumer Cellular, Shaw Communications and Virteva to increase customer satisfaction rates up to 25%. And be sure to read our ebook to learn 8 strategies telecom companies can use to improve the customer experience.

Customer churn costs large telecom companies $65 million dollars every month

4 in 5 businesses say they can’t locate customer complaint “hot spots” in real time

The probability of selling to an existing customer is 300-1,400% higher than selling to a prospective customer

A fully integrated agent & customer engagement suite.

Calabrio ONE

call recording

Call
Recording

quality management

Quality
Management

workforce management

Workforce
Management

voice-of-customer analytics

Calabrio
Analytics

advanced reporting

Advanced
Reporting

Switching to Calabrio ONE led to an ROI of 546%

2018 Forrester Total Economic Impact Case Study

Telecom: 8 Strategies to Improve the Customer Experience

The telecom industry is in the midst of massive, disruptive change. As revenue from traditional service lines decrease, and costs continue to increase, telecom companies face a challenging market. Download our ebook to learn more.

Virteva Experiences an ROI in 6 Months or Shorter with Calabrio

Learn how Virteva increased their customer satisfaction rates by 15-25% after deploying Calabrio software.

Telecom: How to drive a competitive advantage through the contact center.

A market in the midst of dramatic change, contact center leaders in the telecom industry must work hard to drive a competitive advantage. We invite you to explore our infographic as we identify major changes in this market – and share what forward thinking telecom companies are doing to gain a competitive edge through the contact center.

Telecom Case Studies for Calabrio ONE

Fortune 500 Telecommunications Services Company Leaves Verint, Sees Over 35% Improvement in Customer Satisfaction with Calabrio

Read how a fortune 500 company increased customer satisfaction rates by more than 35% since deploying Calabrio ONE.

Shaw Communications Improves Customer Satisfaction by Gaining Insight into Customer Behavior with Calabrio ONE

Shaw Communications increased customer satisfaction by 15% after deploying Calabrio software.

Large Enterprise Telecommunications and Cable Services Company Improves Employee Engagement with Calabrio ONE

A large enterprise telecommunications and cable service company uses Calabrio ONE to enhance their employee engagement and customer experience strategies.

Fortune 500 Company Chooses Calabrio Over Aspect

A fortune 500 company saw a 6-9 month return on investment (ROI) after deploying Calabrio software.

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