Telecom 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

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 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

What can we help you with?

Call Recording

Capture and retrieve every call quickly and accurately.

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Quality Management

Evaluate every citizen interaction to gain powerful insights.

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Workforce Management

Improve predictability and performance to optimize staffing.

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Calabrio Analytics

Synchronize data for unprecedented visibility and control.

Telecom Case Studies for Calabrio ONE

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.

Telia Uses Automated WFM to Transform Its Entire Customer Experience

Telia Company AB’s mission is to set its customer at center stage, always at the core of the company’s efforts and vision.

Leaders want Telia customers to walk away not just satisfied with the service they received, but feeling that it went above and beyond their expectations.

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.

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