Transform services sustainably by understanding those life moments that matter
You’re involved in some of the most pivotal moments in your customers’ lives – from helping them to work from home, talk to loved ones, browse the internet, purchase a new phone or, in the current climate, supporting them during financial difficulty. They’re all moments that really matter. So how can you make them perfect?
As telecoms, media and technology (TMT) companies move from being providers of technology to having a more meaningful purpose in people’s lives, we know the focus is on building richer, more rewarding customer relationships which is how we help navigate the unique and evolving challenges of a complex and regulated industry. That’s why so many TMT companies partner with us to transform customers’ experiences.
Based on these strategic partnerships, we’ve put together a selection of insights and reports which consider how organisations can become more resilient and efficient, taking care of their customers one at a time to keep them connected, protected and satisfied.
12,000
contact centre agents providing telco customer and technical support across three continents
7,000+
managers and employees trained with award-winning programmes for BT
£1bn
collections increase for a major UK broadcaster
£1bn
savings over 10 year contract term for a major UK telco
Telco and media service providers need to prepare customers for the future of connectivity and support the transitions, ensuring equal access. With the expansion of access, choice and delivery comes increased audience fragmentation, content fatigue and an emerging digital divide. Boundaries between types of media are blurred, demands for flexibility and control are growing, and we expect greater empathy from providers.
We’ve produced industry-specific reports for telco and media providers looking at how they resolve the challenges and address the opportunities for growth in their sectors.
Seven innovative strategies to reconnect with customers
Despite a turbulent economy, telecoms firms can still proactively target growth in 2023 by delivering the best possible experiences to customers and employees alike.
Enhancing CX with asynchronous messaging
Asynchronous messaging is altering the perception of customer service by ensuring someone is always available to speak with a customer.
Changing customer service for a virtual world
The metaverse could be revolutionary for those looking for the retail and customer experience platform of the future.
We must listen to customers’ emotions as well as their words
Customer service agents work in a challenging environment but it’s possible to make that easier by changing how we listen to customers.
The Metaverse could be revolutionary for telecoms, media and technology organisations looking for an alternative retail and customer experience platform. After all, the metaverse is largely a representation of the data that companies collect about their customers, and that data is a top CX priority for executives.
What will you learn?
- What are Web3 and metaverses?
- What are the opportunities and challenges for brands?
- How does the customer experience fit into this new paradigm?
- How can organisations improve the management of customer data?
In the context of a changing macro-economic climate, rising energy prices and tightening consumer budgets, communications service providers (CSPs) are having more difficult conversations with their vulnerable customers when it comes to collections.
Organisations must navigate this complicated landscape with empathy: getting the balance right - between driving meaningful business, brand protection, achieving better customer outcomes and building customer loyalty - is a key differentiator.
We partnered with Total Telecom to host a virtual roundtable which explores how organisations can provide ease, empathy, and innovation in the collections process.
Video: Shaping tomorrow together
From resolving over three million regulated complaints to handling over five million connect calls, find out why so many of our financial services clients trust us to be their long-term strategic partner.
We understand the fragile bond between telecommunications, media and technology (TMT) companies and their customers because we’ve experienced it first-hand, delivering customer services via our expert agents whilst continuing to enhance experience with the innovative technology of tomorrow.
From introducing automation at scale, to applying our powerful data and analytics tools to help you understand and predict behaviour, our consulting-led digital solutions are transforming our telecoms clients’ businesses from the inside out.
Explore our services for telecoms, media and technology companies
Talk to us about how we help transform experience
Mark Billingham
MD for Telco, Media and Technology, Capita
Mark was previously Group Customer Care and Experience Director & COO of Financial Services at The Very Group, the UK’s largest integrated online retailer and financial services business. He’s had a varied career spanning 15+ years across operational and outsource management, transformation and customer experience, including at Vodafone and British Gas. Under Mark’s leadership the Very Group was recognised at the European Call Centre awards for their customer transformation programme which in 2 years improved brand NPS by 30 points, tnps by 90 points, first contact resolution by 30 points and reduced overall customer contact and cost by over 70%.
