Ever wondered how telecoms come up with data plans and smart recharge ideas that benefit users on a larger scale? Take a simple instance. When COVID-19 was prevalent and the majority of working professionals had to do their work from home, telecom operators came up with the data provider plan named “Work From Home” packs which gave users high data at a nominal cost.
How did major telecom operators get this idea from? How did they come to know about the issues that many people face? How do they come up with such brighter ideas? The answer is simple. It’s “Data”.
To provide an amazing customer experience, a Telecom company must know the ifs and buts that a user might face, common perspectives of the users, their plans, and so on. But how to find a common user’s notion about their tele product? Surveys, Calls, Posts, and a lot more give enough insights to consider useful data for a telecom company to know about customers which will eventually lead them to give effective customer service.
Customer Journey in Telecom
How does it all begin? One doesn’t buy a smartphone in a haste. Trends change every day and only after a lot of research and discussions, a user buys a mobile phone. The moment the user opts for a SIM is where the real engagement begins. A Telecom firm comes into place right from here.
It’s well known that within a day or two, a SIM gets activated. Adding data plans, network bandwidth, signal coverage and almost everything that follows will ultimately depend on the Tele operator one has chosen the SIM with.
A decade back, people felt a lot of issues with SIM. Issues arise like SIM isn’t working during travel, there are only certain places where the SIM working is fine, and a lot more. With advancements in technology, teleoperators strive to provide their users with a service that they’ll stick with for longer.
Till the day the user opts out for deactivation, the customer journey continues which has to be made sure to be satisfied with the telecom operator. Only when the service provider ensures a quality service can a customer get a good experience when using the service or product.
Places where customer experience can be collected
Call center agents get a deep understanding of clients. The call center is the primary entry point for new hires at Pelephone, an Israeli mobile phone company. Employees are only ready to take on new projects if they have gained a thorough understanding of the firm through the eyes of the clients. Making a call center a training ground for new workers can eventually result in a company full of individuals who are focused on the demands of their clients.
Customers are so engaged with telecom products that they can often influence a tele company’s next great idea, and call center workers are in the perfect position to spot them. Call Center agents tend to conduct customer surveys as part of a market research program.
Few Methods of data collection in call centers
Each call recorded gives a clear picture of the customer’s experience. It can point out flaws in the customer service process and provide valuable information about consumers.
This helps to assess client emotions by analyzing tone and sentiment. This is more refined than ever before thanks to advancements in natural language processing. Keywords and emotional indications can both be targeted in chats.
Here data can be collected from live chat, email, and text message interactions with text analytics. While this method of data collection does not allow to accurately evaluate consumer emotion, it does provide information on the type of conversation, resolution time, and demographic data.
The simplest way to acquire statistics and data regarding customers is to get direct input from them. Telecoms can get more useful information if they ask precise queries.
Customer Satisfaction Surveys
CSAT surveys assess how well a call center satisfies customers’ needs. It allows customers to provide feedback specific to their interactions with the company. The more specific that input is, the better the results will be.
With the increased number of people using phones, the count of those using social media platforms has also increased. Social media platforms give behavioral, preference, and demographic data about customers. This information is gathered through the things they post, like, accept, or search for on your devices.
Firms can take this information and use it to create personas about users that can even predict a user’s age and gender, as well as what they are bound to like and dislike.
Instore way of data collection has been in use for a long time. As soon as you opt for a product, they would collect user details and the product they have chosen. Firms follow up regularly through calls, messages and mails. Through this way, companies can know about how often a product is brought for issue repair and so on.
Mails are also an effective way of communicating with customers. Here firms can get to know the customer grievances and issues in detail. Only concern in this approach is that mails ought to be provided with faster responses. No user likes to receive mails for an urgent query they had mailed to be answered back a few weeks later. Faster way of approach is a key to be successful when dealing and collecting data via mails.
Chatbots that are present in apps assist telecoms in acquiring useful information in addition to interacting with customers apart from collecting user details. This information can be used to create customized discussion flows for specific categories of people thus eventually providing them with good service.
With an user friendly interface, customers are likely to engage more by using apps. Telecoms can get customer experience data by analyzing frequent usage of apps by users and much more.
Through the Frequently Added Questions part, telecoms can know which kind of query is viewed by the majority of users. By this data collected, telecoms can work on those areas to provide a still more efficient service to their customers.
A telecom company should focus and consistently use all modes to collect insightful customer experience data. As a tele company’s revenue directly depends on the customer experience data, they have to concentrate on its collection and analyze it frequently to bring necessary changes in their services.
By doing so, Telecom companies can remain unmatched amongst their competitors in the long run.