It is a classic case of you can have your cake and eat it too when telecom employs its own in-house contact center software for customer service. Telecom includes main carriers as well as subsets in the form of MVNOs for whom numbers play a decisive role since margins are so slim. In this context customer satisfaction and experience are significant contributors to growth and that can be better achieved with your own omnichannel contact center software to tackle customer needs rather than leaving it to an outsourced service provider. Along the way you can use the hosted multi-tenant call center software as a revenue generation tool.
Typical customer services in telecom
Telecom operators/carriers/MVNOs are expected to deliver a range of customer services:
Sales and after sales support 24×7
Billing and Payments
If you wish to deliver an exemplary experience and retain customers then perfection in quality of service is of paramount importance. Would you trust an outsourced call center to provide the same level of support and show the same consistent dedication as your internal team would? It is hardly likely and that makes a strong case to have your own in-house omnichannel contact center software.
Call center software for in-house use
There are reasons for outsourcing customer services such as cost of the contact center software and its maintenance. However, when you switch to hosted multi-tenant omnichannel contact center software you do not face any such issues of investment or maintenance. One use case scenario is for your own in-house use to deliver exemplary customer experiences.
Easy tie in to your CRM and metrics: With your own in-house call center solution it becomes easy to generate reports on the fly to know outcomes of customer interactions and thus train your agents to do better. A bonus of in-house solution is that you need not worry about data security.
Hop and skip channels: Omnichannel contact center software lets your employees interact with customers, proactively and reactively, through social media, chat, audio-video calls, email or text, whichever pathway your customer chooses. All such channels confluence into the CRM and a unified dashboard, making life easier for agents and enhancing their productivity.
Better resolution with intelligent skill mapping: You have agents with specific skill sets and the software routes incoming calls to qualified agents. However, the important fact is that even the most knowledgeable agent may not be fully informed or have decision making powers. In such events first call resolution is better assured when they can turn to in-house superiors or engineers and rope them in a conference call. Can you imagine an outsourced service being capable of or desirous of doing that?
An interesting example is that of MTS, an ITSP in the Indian space that closed operations due to various reasons. Customers always stated that whenever they managed to talk to an agent, such agents could not or were not empowered to take decisions. It is not surprising customers switched over to other service providers.
Campaigns: Finding new customers is a never ending process for telecom but outsourced services may charge selectively for campaigns and that limits the frequency. Your in-house contact center solution easily lets you conduct sales campaigns or customer satisfaction survey campaigns on an ongoing basis all the time.
When it comes to customer service in telecom, the old adage that if you want something done well you must do it yourself holds true.
The contact center software can be a money spinner for you provided you opt for the multi-tenant hosted contact center software model. Here is how.
Multi-tenant contact center software you can farm out to your customers
It is usual for telecom industry to have large business enterprises, apart from their network of MVNOs. In such cases a multi-tenant model lets you use the software for your customer service and you can offer the software as a service to business clients such as banks and insurance companies, as well as MVNOs. It opens up a new revenue stream. MarketsandMarkets study shows contact center software marketed was worth $ 17.7 trillion in 2018 and should grow by 14.9%
Unified yet distinct channels
The multi-tenancy feature is one thing you can capitalize on. Create any number of tenants and permit each tenant to create sub-tenants. This feature along is priceless. This is because each tenant becomes a distinct identity, capable of assigning rights, switching permissions on or off and maintaining distinct data set like contact lists and call records in separate databases, vital consideration for security and confidentiality.
These two ways of using customer experience solution can not only help you grow your customer base but to also generate more revenues from existing large enterprises and MVNOs.