Sector: Telecommunications

The telecoms sector is undoubtedly one of the most competitive, with a high rate of churn and customer mobility, often due to recurring causes of dissatisfaction: slow roll-out of fibre or 5G, frequent breakdowns and service interruptions, botched interventions, lack of information in real time, etc. There are many reasons for dissatisfaction among subscribers, whether individuals or businesses, who are increasingly sensitive to the cost/value ratio of the services delivered. Customer service must therefore be impeccable in terms of the way it welcomes customers and the quality of its response, to avoid customers hitting the ‘cancel’ button!