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Telco Industry Questions and Answers

Claire McMahon

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Top Stories by Claire McMahon

I just returned from a two-week business trip to China. I realize that some will shudder upon hearing the words ‘business trip' and whilst the trip was typically arduous, it proved to be an incredibly insightful experience... After only a few hours working alongside my Chinese colleagues, the differences between what's expected by Telco customers in Europe and Asia begun to appear. And over the next few days the differences mounted. At first they were confusing, then amusing, but ultimately intriguing. The notion of lucky numbers was the most striking. In China customers pay a premium to select number patterns which are deemed particularly auspicious, including ascending sequences and multiple occurrences of the number ‘8'. Selecting your ‘lucky number' is an integral component of the sign-up process. Whilst variants of this feature exists internationally as ‘memorab... (more)

How Customer Service Can Enable Customer Retention, Rather Than Cause Churn

We all love a good moan, whether it's about the weather, the government or traffic - not forgetting bad customer service. However, the problem with the latter from a merchant's perspective is that negative talk naturally damages reputations. Furthermore, discussions on positive customer experiences, that could potentially restore dented names, are seldom conversed. However, for CSPs, the cost of bad customer service is proving to be more than marred reputations. On a global basis, around 20% of mobile customers churn as a direct result of poor customer care[1]. CSPs are under imme... (more)

Apps and Ops - Friends or Foes?

OTTs may be the customers' friends but they're a burden to revenue-stricken telecom operators who have watched these small players evolve into a major threat to their existence. The impact of OTT players is spreading throughout the telecom value chain, adversely impacting traditional operator revenues, particularly in certain markets and age groups. Free from the constraints of expansive overheads, they're adaptable and willing to experiment. This has often culminated in innovative services which are superior to what operators can offer. In the US and top 5 EU countries, IP mess... (more)

Big Data Analysis, What’s Holding Operators Back?

This question was addressed by Analysys Mason in its recent White Paper ‘Using Big Data to build value for Operators'. A discernible fact from the paper was that reservations over Big Data Analytics (BDA) cannot be attributed to operators underestimating the value of the data they hold, quite the contrary: BDA is gaining interest from communication service providers (CSPs) at board level, with the distinct purpose of monetization. BDA has evolved over time, and CSPs, according to Analysys Mason, should view the proposed usage of BDA as a new stage in this process for both technolo... (more)

Big Data Analysis - Customers' Happiness Is Key to Unlocking Its Potential

Operators, fraught with concern over declining revenues from traditional services, are urgently seeking ways to overcome this downturn and address the true threat/opportunity from OTT players. Many are turning to Big Data analysis for answers. The ability to liberate the value of customer knowledge represents an immense opportunity. Operators possess a holistic view of their customers' activities on mobile devices, compared with the limited ability of OTT providers that can only monitor usage of a single app or site. A recent White Paper from Analysys Mason highlights that operat... (more)