All the major telcos have moved to address things like bill shock, even if it means a slight reduction in revenue.The changing pace of technology has presented consumers with new ways to experience the world, and with the internet no longer a luxury service it is expected to run smoothly and any problems fixed quickly.
Telcos, to their credit, have been reducing complaints made significantly. New complaints made to the Telecommunications Industry Ombudsman fell 11.4 per cent to 29,560 in the final quarter of 2014 compared with the previous corresponding period.
M2 chief executive Geoff Horth said improving service and reducing complaints is about predictability.
“Do they know what they’re buying and what it’s going to cost them? Are you billing it correctly? If you deliver a modem does it automatically configure? Is there any manual intervention required on the customers’ part?” Mr Horth said. “Customers just expect this stuff to work. It’s very important to them.”
Mr Horth said M2, which owns the Dodo and iPrimus brands, is focusing heavily on time to answer customer calls and first call resolution.
In the final quarter of last year, 45.2 per cent of telco complaints involved billing and payments and 42.9 per cent involved customer service.
Customers now have more power and choice, and are taking to social media to vent their frustrations and telcos are adapting to find solutions through these channels.
“We didn’t always do that, we weren’t always active, we weren’t always there for customers when they needed and when they were clearly telling us they needed our help,” Telstra executive director, customer service and sales Peter Jamieson said.
Telcos have invested heavily in social media with many no directly addressing customer issues on platforms like Twitter.
Mr Jamieson credited Telstra’s turnaround to outgoing chief executive David Thodey and his focus on customer advocacy.
“We’ve really attempted to be a lot more personal with every single customer and recognise that every customer has different needs, has different understandings, different levels of comfort with technology and we need to understand that,” Mr Jamieson said.
Vodafone Australia’s director of customer service, Errol van Graan, said creating products which reduce things like bill shock play an important part in winning people over.
All the major telcos have moved to address things like bill shock, even if it means a slight reduction in revenue, with roaming and extra data packs to ease customer frustration.
“At the end of the day, what matters to a customer is the service that they are experiencing from that organisation and having the comfort that when something does happen and go wrong, that it’s actually going to be handled in an adequate way and the problem is going to be taken care of,” Mr van Graan said.
This story Administrator ready to work first appeared on Nanjing Night Net.