International Telecommunications Study Results August 4th, 2006
A strong correlation exists between customer self-service programs and cost savings, according to an international telecommunications industry survey.
The TeleManagement Forum conducted the study as part of its efforts to improve “business effectiveness through transformed back office processes and systems.”
The “Business Transformation Benchmarking Program” surveyed leading telecommunication service providers from across North America, Europe and Asia.
“We believe this study has the potential not only to allow Telstra to successfully benchmark its performance against industry peers but ultimately result in identifying organizational improvement opportunities for our business,” said Michael Lawrey, Head of Networks for Telstra Corporation, which participated in the survey.
The survey indicates that a majority of service providers continue to rely heavily on the telephone and prefer customer care representatives to be the primary source for customer interaction despite the fact that this is the expensive option when compared to Web-based, self-service alternatives, states the survey.
“The results of the benchmarking program … indicate a desire in the industry for operations and customer care to be more closely aligned – a trend the Forum noticed when it launched a number of technical programs this year on the customer experience,” said Martin Creaner, CTO of the TeleManagement Forum.
Visit www.tmforum.org for more information about the benchmark study.
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