Customer Experience Management for Telecoms

Whether within a single region or across multiple countries, leading telecommunications brands around the globe trust Sitel Group® to deliver best-in-class, innovative customer experience (CX) solutions. And while every organization is unique, each of our telecoms customers chose us for the same reasons: our depth of industry expertise and ability to use this understanding to formulate digital-first CX strategies that support customers who live in a hyper-connected world.

Customer Experience Management for Telecoms Brands

Customer Service
Live Customer Experiences
Live Customer Experiences
Customer Service
Whatever the channel and whatever the issue, give your customers an experience they’ll remember for the right reasons – a positive emotional connection combined with a rapid resolution.
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Back Office Support
Creating Efficiencies
Creating Efficiencies
Back Office Support
A customized approach to back office services that are an extension of your brand.
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Payment and Billing
Secure Solutions
Secure Solutions
Payment and Billing
Secure your brand reputation along with your customers’ credit card data with security and fraud detection solutions.
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Analytics
Data-Driven Approaches
Data-Driven Approaches
Analytics
Capture your CX and expectations at each interaction.
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Chatbots
Automated Support
Automated Support
Chatbots
Give your customers access to fast, friendly service 24/7.
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Process Automation
Operational Excellence
Operational Excellence
Process Automation
Fuel operational excellence with artificial intelligence.
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Live Customer Experiences
Customer Service
Whatever the channel and whatever the issue, give your customers an experience they’ll remember for the right reasons – a positive emotional connection combined with a rapid resolution.
Read on
Creating Efficiencies
Back Office Support
A customized approach to back office services that are an extension of your brand.
Read on
Secure Solutions
Payment and Billing
Secure your brand reputation along with your customers’ credit card data with security and fraud detection solutions.
Read on
Data-Driven Approaches
Analytics
Capture your CX and expectations at each interaction.
Read on
Automated Support
Chatbots
Give your customers access to fast, friendly service 24/7.
Read on
Operational Excellence
Process Automation
Fuel operational excellence with artificial intelligence.
Read on

Your Challenge

Consumers’ digital spend is on the rise. They’re looking beyond basic connectivity services and are looking to communications providers to meet their digital media and entertainment needs too. Little wonder Kearney data shows the telecommunications sector could be set to enjoy up to 25% growth in global revenues.

However, to capture this growth potential, telecoms providers must capture consumers’ attention. And that’s only possible through successfully competing with online-only brands and delivering the leading-edge, digital CX that attracts and retains customers.

How We Can Help

Your Challenge

As consumers are constantly connected, there is now a constant need for customer support – especially when the services they’ve traditionally accessed for leisure are now essential elements of home working.

The pandemic highlighted the crucial benefits of being able to provide round-the-clock support and service – 35% of consumers indicated a preference for using self-service for issue resolution and, for one in 10 consumers, a lack of self-service can be sufficient for them to consider moving their business to another brand.

How We Can Help

Your Challenge

Customers increasingly expect telecommunication companies to know what they want before they know it themselves. They prioritize companies that can forge personalized relationships.

However, unless telecommunications companies take action now, they won’t be able to develop the personalized offers, effectively create and target new products or services, or curate the content consumers crave. As Deloitte data demonstrates, the only way to gain the necessary customer understanding that elevates engagement and forges long term-loyalty is through exploring new business models and technologies that unlock data and turn it into insights.

How We Can Help

Your Challenge

The pace of technological change gives telecommunications brands endless opportunities to innovate, particularly in relation to a differentiated customer experience. COVID-19 drove more consumers online, and, when they moved into digital channels, they discovered the benefits, so much so that 56% of first time digital channel users plan to persist with this behavior.

When Sitel Group asked telecoms consumers which technologies deliver the most positive customer experience, digital representatives came out far ahead, followed by AI.

How We Can Help

Connected Like Never Before

Pre-COVID-19, many consumers regarded telecommunications as a utility – an engagement-free service until it goes offline. But unlike utilities, telecoms is a hugely competitive sector and, based on their experiences over the course of 2020, consumers are actively looking for products, services and a customer experience on a par with those offered by their favorite brands in other industries.

For many telecoms brands, closing this expectations gap (before it grows from a crack to a crater) could present major challenges. But, the effort is worth it. The telecoms providers that managed to flex with these changing needs, as they developed, during the pandemic managed to grow rather than simply maintain their customer base. But now comes the next step: retaining these new customers and increasing their potential lifetime value by committing to delivering a best-in-class customer experience.

To find out how CX builds long-term customer relationships, including Six Steps to CX Success, download the Best Practice Guide Delivering Best-in-Class Customer Experience in Telecoms.

Your Partner for Best-in-Class Telecommunications Customer Experience

25+

Telecoms Brands Supported

18,000+

Agents Supporting Telecoms Customers

49 NPS

Telecoms Customers