Telecom industry trends 2012 pdf

Get in touch. Join the conversation. Telecommunications industry Learn about our telecommunications industry practice and how we help companies maximize growth, mitigate risk, and gain a competitive edge. Deloitte and Hewlett Packard Enterprise Alliance Deloitte teams with HPE to develop technology solutions that help our clients improve competitiveness, profitability, and performance across the company.

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Link your accounts by signing in with your email or social account. Email Invalid special characters found. When we looked at response time, there were even more disparities between regions. North American telecom companies responded, on average, in 10 hours and achieved the fastest response time across all regions. APAC companies came in second, responding in 17 hours , while Europe lagged behind all regions with an average response time of 35 hours.

Telecoms that use a Zendesk or Salesforce chatbot solution outperformed other companies. On the Support Performance Index, Zendesk and Salesforce users performed, on average, 56 while non-agent desk users scored On the Answer Quality Score, Zendesk users came in at 43, Salesforce users at 35 and non-agent desk users at We also found that telecom companies that used Zendesk are 1. The telecommunications industry is changing rapidly. There are new telecom companies beginning to take market share, which is making the telco space more competitive than ever.

New trends favoring customer service have emerged. Telecom companies like Singtel are starting to differentiate their CX to become the best in the industry. To learn more about the state of telecom email support, download your copy of our Telecom Industry Benchmarks Report here. Grab your copy here. He worked in enterprises, i. He advises early-stage startups and publishes frequently.

His insights on customer service and the benefits AI can provide the industry have been featured in publications like Retail Next, CustomerThink, G2, and Clutch. You must be logged in to post a comment. As with any large project or undertaking, metrics are key in order to gauge performance. Are your current processes adequate enough, or is there room […]. Stay up-to-date on automated customer service and get our insights before anyone else.

The average score for the Support Performance Index SPI , which measures personalization, empathy, answer quality and responsiveness, is However, when it comes to answer quality, the companies that respond in hours are 2X more likely to provide a more meaningful and complete response.

Telecom companies in the Asia-Pacific region outperformed the companies in other regions with an average SPI of Telecom companies that used Zendesk were 1. A degree analysis of telecom customer support emails reveals large disparity We created two groundbreaking new support measurement indexes.

Companies sacrifice answer quality for speed Our second proprietary index is our Answer Quality Index AQI which measures the usefulness and thoroughness of the response. Telecommunications companies are rarely empathic We conducted our study in the height of the COVID pandemic and looked to see the rate at which companies would show empathy to a customer who mentioned that she was unusually stressed during the outbreak.