http://media.telecoms.com/tv/webinars/consona/Consona_Webinar_May_2010.f4v
Qualcomm upgrades its 5G modem https://t.co/krB3vNndJv
19 February 2019 @ 19:05:17 UTC
Huawei on the current state of broadband in Europe https://t.co/hyX3Yre950
19 February 2019 @ 17:03:02 UTC
Three UK shows off its new Nokia cloud core https://t.co/tqBFB82W46
19 February 2019 @ 13:59:53 UTC
Hi Richard,
What about the initial overheads for deploying such a CRM system. How quickly can an operator expect ROI?
Hi James,
Good question. This will obviously depend of the scope of the initiative that we’re supporting but we typically look to start delivering value within a 3 – 4 month timeframe so that an operator can start seeing return as early as possible. It’s not uncommon for customers to see a positive ROI within the first year of deployment, and I would expect that to be even earlier if operators leverage our cloud based solutions.
When customers call for enquiry, complaints. Is there effective way to measure or define KPIs for the customer satisfactions of enquiries or complaint handling ?
Hi Thomas,
We try to measure this in a couple of different ways. Firstly, we have a tool for themore commonl satisfaction style survey where we’ll automate surveying a sample of all completed enquiries and complaints. Our tool allows us to do this multichannel, so it can be done as part of the closing of a chat session, by email, online, etc. But we also use a concept of “in resolution” feedback as a measure of satisfaction and effectiveness for solutions that customers can access through proactive and self service channels. Here, we simple record the effectiveness of the solution in resolving the problem to help assess a customer’s satisfaction and allow the customer to provide feedback (without ever making this mandatory) on both the effectiveness and the overall experience as part of the resolution process.