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Today’s hyper-competitive telecoms sector faces increased pressure from Ofcom, the industry regulator – particularly around mobile phone switching, growing compliance pressures on data privacy and the sale of add-on products such as insurance

As a result, there is an increased emphasis on effective CX as a way of differentiating, strengthening loyalty and securing increased customer spend. To succeed, this demands real expertise around the following key issues:

  • Developing simpler and more streamlined customer journeys, with increased clarity around today’s complex mobile and broadband offers
  • Ensuring compliance with ongoing Ofcom regulatory guidelines, as well as FCA cross- selling and GDPR data privacy concerns
  • Addressing customer frustrations by removing friction from cross-channel journeys
  • Developing more personalised engagement, recognising customer loyalty and building offers that discourage switching
  • Balancing smarter self-service capabilities with the requirement to still support customers with assisted service where needed

 

Benchmarking performance gives 3 an objective view of what good looks like

Bright Index benchmarking has helped Three to transform its demand management, driving down self-service journey times, enabling sustained improvements to NPS and First Contact Resolution, and unlocking £millions in savings thanks to reductions in incoming calls and call transfers.

Delivering solutions for leading firms such as Three, Sabio is an ideal CX technology partner for telco businesses looking to deploy innovative CX solutions as a competitive differentiator. Key Sabio propositions here include:

  • Proven expertise in delivering award-winning resilient contact centre infrastructure solutions
  • Digital and Contact Centre Customer Journey Mapping expertise
  • Full Voice of the Customer support, with benchmarking against sector best practice, CX feedback and employee engagement feedback
  • Continuous customer feedback processes to help stay on top of critical Ofcom, FCA and GDPR compliance issues
  • Rapport Insights Service unlocking incremental business opportunity by identifying customers that don’t ever get through to the call centre
  • Secure conversational front-end solutions for digital engagement, with embedded account authentication and full contact centre integration
  • Comprehensive hosted omnichannel contact centre infrastructure solutions available via Sabio’s proven assured performance model
  • Full suite of Workforce Optimisation capabilities to improve contact centre operational efficiency
Helping major telco firms achieve best practice CX performance

Delivering a brilliant customer experience is critical, and many of the world’s leading organisations with Sabio to help optimise the outcome of their CX journeys.

Next Steps

To find out more about how Sabio’s customer engagement technologies and services are helping telco firms to remove friction and deliver experiences that really work for customer, please contact us at [email protected]

 

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