Page 133 - SAMENA Trends - April-May 2021

ARTICLE SAMENA TRENDS

We believe cost reduction, viz. outsourcing and is paramount for reaching out to the Customer experience (CX)
of business process services is not only already connected user world.
helping operators meet their cost targets is no longer a good to have.
but is also enabling a major uplift in This trend is seen in telecom sector in It has become a mainstay
generating additional revenue (increase in the Middle East in recent years, especially to arrest customer churn
ARPU) as well as helping telecoms to drive in the Gulf, a region characterised by
lower churn. Telecom operators should some of the highest rates of penetration and address customer
focus on end product and the core services in mobile telephony in the world (10.58 needs and turnaround.
which the consumers demand, while million subscribers in the UAE alone ). Top
the supporting services – which are an 5 mainstream network services provider Omni channel customer
enabler for the operators to successfully are maximising largely on their ability to service is already breaking
manage customer experience – can be left deliver new, high-value customer services
to a service partner who can bring strong for both enterprises and retail consumers. through the traditional
capability and the become a part of the doors and is paramount for
existing ecosystem to deliver superior Hence, while heading into 2021, the reaching out to the already
services. telecommunications industry leaders
should consider these key CX opportunities connected user world.
Customer experience (CX) is no longer a to boldly position themselves to thrive in
good to have. It has become a mainstay the future. This is where Tech Mahindra 1. Renew the focus on customers’ needs
to arrest customer churn and address BPS’s deep Telecom expertise come into by taking a more nuanced approach to
customer needs and turnaround. Omni play wherein we as Change Agent can help customer engagement.
channel customer service is already Telecom Providers by: 2. Convert and remix their entertainment
breaking through the traditional doors experiences by designing new service
offerings and by adopting new strategies
that can enable business agility.
3. Enable fully connected customer
solutions which are hyper-personalised
to match the need of each & every user.

To summarise, there is now a major shift
in the industry where a larger number of
customers are preferring digital services
like online ordering, mobile payments,
robust collaboration tools, among others,
and this will be the new normal for telecom
operators post the crisis. In order to tap
these future demands, telco’s should not
only continue to invest in their network
infrastructure; but also draw a big focus
on improvising their customer services
environment. There is a constant change
in demands, product and service portfolios
and facilitating customer needs with
greater flexibility will be critical for the
long term sustainability, and we are here
to support all yours and your customers’
needs.

133 APRIL-MAY 2021