TELECOMMUNICATIONS

Customer satisfaction, informed decisions based on well-documented facts, and bottom-line results are the cornerstone of the intensely competitive telecommunications industry.

Deregulation, innovation and emerging technologies, including the internet and all it brings to the industry, has transformed the services and products on offer, and the very way telecommunications companies do business. Traditional markets have been turned upside down, as the growth in mobile services outpaces the fixed line, and the internet starts to replace voice. Telecom is less about voice and more about text and images. In many countries around the world, government monopolies are now privatized, paving the way for a rush of new entrants, and making capturing and keeping market share all important.

Employees are empowered to collaborate and communicate with each other, customers, and partners in both buying and selling relationships – anywhere and anytime – and they have the technology to do so. The flow of consistent, accurate and easy to read information across all customer-facing processes plays an important role in bottom line results.

Call centre staff who respond directly to customers and answer their questions, communications personnel who prepare articles for the web, managers who write convincing business cases and proposals, regulators who produce contracts, and customer service staff who respond to customer complaints – all share the responsibility for increasing customer loyalty, improving decision-making ability and raising productivity.





CASE STUDY

Large Telecommunications Company
A leading telecommunications and information services company

THE COMPANY 

  • Over 43,000 staff around the world
  • Branch offices in all the major metropolitan areas and call centres around the world
  • At the forefront of technological advancements
  • Sophisticated and strategic approach to learning, offering a range of blended learning solutions to fit in with learner preferences
  • Outsource human resource development to experts in their field
  • Require tailored solutions with real business development objectives
  • Employees are time-poor and irritated by anything that wastes their time
  • Savvy staff with good computer skills and very high expectations

FEATURED CLIENTS

Telstra Hutchison Telecom 

POOR CUSTOMER SERVICE COSTS BILLIONS

According to a survey commissioned by Genesys Telecommunication Laboratories in the US, poor customer service cost an aggregate of $338.5 billion per year.

The survey of 8,880 consumers across 16 countries found companies in the financial services and telecommunications sectors should take special notice. Statistics revealed that cable and satellite television providers lost upwards of $37 billion, wireless carriers and internet service providers each lost $36 billion, and landline carriers posted $33 billion in lost revenues. 

BRITISH TELECOM’S PHONE BILLS

British Telecom was receiving almost a million inquiries a year from customers about their phone bills. Siegel and Gale worked with British Telecom to arrange information logically, providing summary billing information on the first page and more detail on follow-on pages. The revisions grouped charges, explained them in clear, simple language, and provided easy-to-understand calculations.

With the new bill, the number of customer complaints and inquiries fell by 25%. Also, customers paid the new bill more promptly, improving cash flow and reducing the cost of collecting overdue bills. 


THE BRIEF AND SOLUTION

REQUIREMENT

SOLUTION: CORPORATE LICENCE

  • Get the most value for money possible, with the smallest upfront investment and without compromising courseware quality.

UNBELIEVABLE VALUE FOR MONEY

  • Avoided exorbitant cost of content development by purchasing high quality and well-tested courseware designed by business writing experts with experience in sales-focused writing skills.
  • Eliminated the costs associated with additional on-site training including facilitator salaries, venue rentals, participant travel, meals etc.
  • Provide administrative and service support.
  • Fit in with their current technological framework and be able to accommodate the company as its technology is upgraded.
  • Provide administrative and service support.
  • Fit in with their current technological framework and be able to accommodate the company as its technology is upgraded.

SERVICE FLEXIBLE

The online courseware is used as one aspect of a blended learning approach. As requested, we register and keep track of participant activity. They have access to view results, but wish us to administer the registrations and keep in contact with participants.

  • Be able to prove to the learners that the solution wouldn’t waste their time, but in fact would save them time in the long run.

CONVENIENT, TIME-SAVING AND TARGETED LEARNING

  • Optional pre-assessments acknowledge the different skill level among learners and allows for recognition of prior learning (RPL). This has been a huge time-saver as it helps learners determine which courses they do and do not need to complete on the road to writing competence.
  • Learning is self-paced, giving learners a chance to work at a pace that suits them best.
  • The courseware is made up of a number of brief lessons, making it easy for learners to schedule time to complete the courses and keep motivated.
  • Learning can occur in remote and international destinations as it is needed to ensure a sales-focused and consistent outcome is achieved.
  • Help create an impressive and professional first impression. In many cases, it was found that the first contact an employee had with a customer, potential customer or stakeholder was in writing and the outcome was less than impressive.
  • Reduce costly mistakes caused by misinterpretation of incomplete, long-winded and ambiguous information.
  • Improve the success rate of persuasive writing, including proposals, business cases, tenders and recommendation reports.
  • Guarantee a visible and significant improvement in the appearance, style and consistency of all documents.
  • Help create an impressive and professional first impression. In many cases, it was found that the first contact an employee had with a customer, potential customer or stakeholder was in writing and the outcome was less than impressive.
  • Reduce costly mistakes caused by misinterpretation of incomplete, long-winded and ambiguous information.
  • Improve the success rate of persuasive writing, including proposals, business cases, tenders and recommendation reports.
  • Guarantee a visible and significant improvement in the appearance, style and consistency of all documents.

FERRARI ENGINE

  • The courseware is the most comprehensive business writing and plain English courseware available. So far, in all cases participants cited increased confidence, improved feedback, less editing time and an overall improvement to the ‘look and feel’ of their written work.
  • As part of a consulting and blended learning approach, critical and essential documents have been redesigned and rewritten to be sales-focused and well-structured for the intranet. The results have been documented and include a significant reduction in time taken to answer customer questions in the inbound call centre and a large increase in the number of value added sales in the outbound call centre. These have been directly attributed to the improved documentation.