CX innovation that keeps your telecom brand in touch
With a constant flow of tempting new technologies and customers quick to switch to lower-cost providers, telecoms require a CX team entirely focused on preventing customer churn
Increasing competition, Internet of things (IoT), 5G, privacy and security, regulation, and cybersecurity are just some of the concerns keeping telecom managers awake at night. Introducing cloud computing enables you to introduce new services, reduce costs, attract new subscribers, and respond to market demands more quickly and efficiently. HGS works with cable and telecom providers in the US, Canada, India, and Europe and can use that industry understanding to build a cognitive contact center to help you to increase loyalty among your subscribers, for example.
Within telecom, companies often face issues of customers frequently moving between service providers depending on the offers and benefits offered at the time. Our solutions can help address these challenges:
Proven upselling and cross-selling strategies
Analytics solutions use big data to understand customers better and present the right offers at the right times for increased revenue generation
Activations, billing, order fulfillment
End-to-end consumer and business support for fixed line, mobile, satellite, broadband, and TV, ranging from dual-play to quad-play service offerings
Ticketing, warranty replacement, and end-to-end back- and front-office services for traditional and emerging services (e.g., fiber).
Troubleshooting, remote assistance, escalations, repair/test network operations, dispatch personnel, and follow up
Find out how we’re helping telecom companies “own the home.”
Top 17 telcos in 7 countries
Improving customer experience
Using the concept of the emotional bank account (EBA), we designed a customer experience blueprint to identify, model, and document best practices for inbound calls. EBA requires that agents immediately make a deposit at the beginning of the interaction and set the tone at the top of the call.