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.

There is no better place to hear the voice of the customer than the contact centre. However, analysing contact centre interactions can be challenging, with the average organisation only examining 2% of contact centre interactions.

This is where Calabrio can help. Analytics solutions from Calabrio allow telecom companies to examine 100% of contact centre 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 centre 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.