Customer Service Problems

It’s hard-pressed to argue that the mobile industry is at the forefront of innovation. With 5G around the corner (depending who you speak to) we are going to have an increasing reliance on our mobile devices and applications.

For many, it’s an exciting sector to work in, and one that offers many challenges.  Personally, we think one of the biggest challenges facing the industry involves customer satisfaction.

Research recently completed by Telecoms Tech News showed that only 35% of consumers found their mobile operator offered good customer service.  The survey showed that in the last 12 months at least 25% of consumers failed to get through to their mobile phone provider, or hung up due to excessive wait times.

Over 50% of consumers suggested that having more staff working during peak times would significantly improve customer relations; however, it’s hard to see if anyone is actually taking any notice when staffing call centres.

Here at Diamond Solutions, we know this problem only too well, as we are the ones that sit on the line listening to an electronic version of Greensleeves, all so you don’t have to. When you work with us, we are there to handle all your problems, and that includes dealing with the providers in the first place.

It might seem like a small thing, but it could actually save you hours of time, and goodness knows how much stress in the first place.

Another major issue and one many can relate to, is the simple lack of ownership. When you phone a call centre to report a problem, the chances of you ever speaking to that same individual again is limited, to the point of virtual impossibility.  Call centre operators aren’t given the chance to “own” customer disputes or queries, and you are therefore reliant on them being able to update your account with suitable notes, so that the next time you call, you don’t have to go through everything again.

Working with a large company may have its benefits, but when it comes to the personal touch, you just can’t beat a smaller team. Diamond Solutions are all about the personal – we know who you are, we remember you, we actually take the time to build a relationship with you. That means when you call us with a query, not only will we deal with it, but we’ll respond promptly and we won’t forget about you.

The advice we can provide is also completely unique to you.  Even if you work in the same sector, or have the same sized workforce as someone else, our advice to you may be different. That’s because we can take the time to find out what you really need, not just what we think you do.

If you have any questions, please feel free to get in touch.  We are more than happy to provide advice if we can.

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