Customer Services & Telecommunications
How to get great customer service from your telecoms provider
Karl Alderton, Director of Consulting gives us his top tips.
Communications are the lifeblood of any business. So it’s important to have the right telecoms provider behind you that offers honest advice and resolves issues as soon as they arise. But with so many providers out there, how can you be sure to find the right one?
The telecoms sector is often known to have a bad reputation for customer service as many of us have been on the receiving end of bad service. We’re often passed from one person to the next and the issue takes far too long to resolve. It’s frustrating and exhausting.
Appointing the wrong telecoms provider can also have a potentially disastrous effect as it may leave you without any lines of communication if something was to go wrong.
So, with this important decision on the shoulders of facilities managers, Karl Alderton, telecoms expert and Managing Director of Comms Supply shows you how to make the right choice:
1. Is a free audit on offer? Does your provider carry out a free audit to see what your communication needs are? Responsible providers will offer this service to honestly advise you on your options.
2. Do they offer impartial advice? Find a company that offers unbiased advice and isn’t tied to a specific manufacturer. This means they
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search a wide range of networks and packages to provide the right outcome for you, not their bank balance.
3. What is their disaster recovery offering? You need to be confident that if disaster strikes, your telecoms company will run an effective back- up system so you can still receive and make calls, such as call diversion and call routing via the internet.
4. Is the contract flexible? Businesses face many changes including employee growth. So flexibility is important. Reliable telecoms providers will offer a flexible contract allowing you to adapt your services as your needs change.
5. Is a price match guarantee available? It’s important to keep costs as low as possible so look out for businesses offering a price match guarantee.
6. Do they understand your business? Look for a provider that understands the challenges you face and is interested in your future plans. The more they know about you, the more they can tailor solutions to your needs.
7. How will faults/issues be dealt with? Occasionally things go wrong. Ask the company how they deal with issues. For example, do they have a system where you can log complaints? It is vital any problems are resolved quickly and efficiently in
order to keep your communications running smoothly.
8. Are they straight talking? In other words, will they provide honest advice? Cloud telephony and VOIP may be popular right now, but it may not be the best decision for your company. Make sure they don’t confuse you by using any technical jargon.
9. Does their reputation go before them? You can tell a lot about a business by what others say as they have experienced their services first hand. Do a quick search online to pick up comments.
10. Are staff trained in answering all queries? Look for a provider that strives on delivering a high level of customer service. Make sure they have a customer service team who are trained to answer your queries so you’re not passed from one person to another.
To make your job that little bit easier and reduce operating costs whilst improving productivity, why not review your current telecommunications service level agreement/ tender process this spring to make sure you really are getting the best service.
www.comms-consulting.co.uk
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