The UK telecoms market remains one of the largest in Europe.

It should come as no surprise to anyone in the telecommunication industry that customer service is crucial for increasing engagement.

There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.

Knowing you’re delighting your customers is the holy grail for any business.

Telecoms organisations face a highly challenging business environment as digitisation continues to fuel the relentless disruption of established business models and practices, to enable increasing competition from new, more agile, entrants and forces constant regulatory changes as the market grapples with the societal shift to living and conducting business online.

The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

A complaint is a chance to turn an unhappy customer into a brand ambassador as well as an opportunity to improve your services…but only if handled correctly.

Customers may be about to become less forgiving. If complaint numbers rise, how are you going to provide a service which meets rising expectations?

In a short time, humanity has come a long way. Since the creation of the printed word 650 years ago, humans have moved from being isolated clans to a cohesive society, founded on shared information.