In 2016, the telecom industry was on the cusp of significant changes. 2022 is shaping up to be no different – it’s a year amplified by the need for a seismic shift in how we communicate. Telecom fields are evolving as fast as our language and how we share telecommunication service providers.
As a result, our speaking style and even body language are changing telecommunication service providers. The challenges of telecom we’re facing this year seem almost identical to what Alexander Graham Bell faced when he invented long-distance phone calls or what Pony Express mail carriers faced in 1869.
Telecommunications in 2022: Current Issues
In the next few years, you can expect to see some new networks and technologies in the telecommunications industry. These include 5G, increasingly competitive broadband markets, decentralized broadband infrastructure, and cybersecurity.
Faster 5G mobile connectivity and more reliable 5G connectivity have opened up more options for consumers connecting to the internet. In addition, more reliable network speeds have led to more enterprise interest in private cellular networks and multi-access edge computing.
The bigger picture to keep an eye out for in 2023 is:
- Adaption of a more proactive approach to cybersecurity
- Captivation of more enterprise market value with cybersecurity approaches.
- The transition of legacy systems to modern infrastructure telecommunication service providers
Demand for new services provided by the telecom industry
The 2022 telecom industry outlook indicates that many mobile and home WiFi networks are approximately equal in terms of performance.
Consumers also see little or no difference in internet speeds on their mobile devices relative to their at-home networks and sometimes believe their phone’s access to the internet is better than what they get at home. As a result, cable and telecom companies should continue to target customers with similar bundles providing broadband internet and mobile service because there’s not much differentiation between the two.
Engagement tracking & big data challenges in telecom
One way telcos can differentiate themselves in 2023 is by focusing on customer experience.
Based on a recent survey, the following statistics occurred:
- A telecom service provider needs over 4 days and 2 attempts to complete a customer interaction.
- Every one-day lag in completing a task will result in a 30% customer satisfaction decrease.
- Only 33% of customers believed that their telecom provides a satisfying customer experience.
- A whopping 46% of customers are disappointed with their provider’s response because of canned responses and impersonal contact forms.
Like how financial services have gone fully digital, telecom customers are now doing the same for their benefit. The trend has become more prevalent, and we expect to stay this way until 2022. With telco companies offering one-click service subscriptions, transparent billing, and instant connectivity, traditional telcos should look to raise the bar in 2023 by using digital tools that make a difference in the customer experience.
Greater need for analysts and specialized telecommunications industry knowledge
Like many global organizations, telcos are struggling with significant hiring challenges. However, these specific challenges are more concentrated on higher-level, specialized positions. The most in-demand skills are those that fall into three categories includes:
- First, those who have experience and a basic understanding of digital, analytics, software, and hardware.
- Second, those with expertise in particular domains and areas, such as 5G.
- Third, those with skills to aid in leadership, project management, and the effective hiring and retention of staff.
In today’s competitive job market, it’s a candidate’s market. According to the BCG study, 73% of digital workers have plans to switch jobs in the upcoming years. Upskilling and reskilling your existing talent pools will be a cost-effective way to address worker turnover and an essential part of any future-forward company strategy.
Continuing to Track Changes in Telecom
As the telecom landscape rapidly changes, so do the challenges facing telecommunication service providers. Here are some of the critical challenges to pay attention to in the coming year:
Increasingly complex customer interactions:
Customers are no longer just calling to ask for help with a simple issue. They now expect companies to be able to provide a personalized and seamless experience across all channels, including social media, chat, and phone. This requires a deep understanding of each customer’s individual needs.
- The rise of artificial intelligence: AI is helping to automate customer service interactions. This can be a great way to improve efficiency and reduce costs, but it also poses a challenge for companies that must ensure their human agents are still providing high-quality service.
The need for real-time data:
telecommunication service providers need access to real-time data about their customers and networks to provide the best possible service. This cannot be easy to obtain and integrate into existing systems.
As telecom companies collect more and more data about their customers, they become a target for cyberattacks. As a result, service providers must invest in robust security measures to protect their data and customers’ privacy.
The telecom industry is highly regulated, and those regulations are constantly changing. BPO providers must stay up-to-date on the latest rules and compliance requirements to avoid penalties.
Telecommunication service providers Future outlooks for the telecommunications industry
The challenges in the telecom industry are changing quickly, and they are likely to continue evolving. However, careful planning and knowledge of lessons learned from the coronavirus pandemic can prepare network operators for a promising 2023. Here are just a few outcomes you can expect to see.
Prioritize your focus on customer needs
Once upon a time, the telecom market was dominated by a few big players who could largely dictate customer satisfaction. As a result, customers needed more options regarding communication methods and could easily cut their ties with lackluster service providers.
Thanks to the rise of IoT and 5G technology, and novel messaging apps, customers now have more choices over how they communicate and can switch providers more easily. The increased competition in this space is driving a more nuanced approach to customer engagement, favoring personalization over invasive mass marketing techniques.
Forward-thinking telecom organizations will recognize this trend and capitalize on their vast reserve of customer data to create more personalized messaging, tailored product recommendations, and user-driven services.
Repositioning your services to solve a telecom challenge
Customers are no longer content to sign contracts and get a fixed price. Instead, they want flexible plans that allow them to customize bundles as they see fit.
As a business owner, it’s essential to stay up-to-date with your customers’ needs so you can offer them what they want and need. In addition, communicating clearly with your customers is vital in introducing next-gen products and services.
Businesses that provide “as a service” have new market opportunities
Digital transformation is causing businesses to change how they work. With new technology, a new crop of “as-a-service” businesses booms – companies that cater to handling different aspects of enterprise IT (infrastructure-as-a-service) or storage (storage-as-a-service) are just a few examples.
In addition, these types of companies can pinpoint industry-specific needs and create corresponding as-a-service mobilizations that will allow them to benefit from a highly lucrative market opportunity.
How call center outsourcing offers telecommunication service providerss overcome these challenges
The telecom industry is one of the booming industries around the world. To survive and thrive in this industry, telecom companies need to be able to offer their customers the best possible service at the lowest possible price. Unfortunately, this is a tall order, and it can be difficult for even the most experienced and well-resourced companies to meet.
Telecom companies can overcome these challenges by outsourcing their call center operations to a third-party provider. Outsourcing call centers offers several advantages that can help telecom companies improve their customer service while reducing costs.
Some of the main advantages of outsourcing call center include the following:
Access to skilled labor:
When you outsource your call center operations, you will have access to highly qualified and experienced professionals who can handle all your customer service needs. This can free up your internal staff to focus on other areas of the business and help you improve your customer service levels.
One of the most significant perks of outsourcing a call center is that it can help you save money on your overall operations costs. When you outsource, you only incur fees for your services, and you won’t be liable for the overhead costs associated with running a call center internally.
Another significant advantage of outsourcing call centers is that it gives you a great deal of flexibility regarding how you run your customer service operations. You can choose to outsource all of your call center operations or selectively outsource certain aspects of your customer service. This flexibility can help you tailor your customer service operations to meet your specific needs and goals.
Call center outsourcing also allows you to scale your customer service operations up or down as needed. If you have a busy season where you need to handle more customer calls, you can increase the number of agents you have working for you. In addition, if you have a slow period, you can reduce the number of agents working without worrying about layoffs or other disruptions.
Improved customer service:
When you outsource your call center operations, you can improve the overall quality of your customer service. Outsourced call center agents are typically more highly skilled and experienced than internal staff members. They are also more likely to be familiar with the latest customer service technologies and best practices. As a result, they will be able to handle customer calls promptly and efficiently.
As we move into 2023, it’s essential for telecommunication service providers to take note of the challenges that may lie ahead. With the ever-changing landscape of technology, it can be challenging to keep pace with the latest trends and demands. However, by keeping a close eye on the industry and being prepared to adapt, telecom BPO service providers can ensure they remain successful in the years to come. Thanks for reading!