Seamless Self-Care as Top Priority for Telcos

Seamless Self-Care as Top Priority for Telcos


We discuss the following topics in this blog:

  1. The rise of digitisation in telecom.
  2. Need for Next-Generation Engagement Platforms by Operators.
  3. Benefits of Self-Care.

In addition to these topics, we shall also be answering the following FAQs:

  1. What is WiFi?
  2. What is an Optical Fibre Cable?

How is Digital Transformation Taking Over?

In the last few years, the impact of digital technology and the need for digital transformation have been the hot topics in almost all industry forums and events. This is mainly because, the wider application of digital technology and the way it extends the scope of existing technologies have made it imperative for all industries including telecom, IT, retail, finance, automobiles and education to adopt digital technology. Industries that have failed to evolve with the transformation have either gone bankrupt or are nonexistent.

Telecom industry is one of the prominent industries that is going through a digital transformation. With digitization reshaping the industry, telecom operators are facing challenges from OTT players.

What is the Need for Next-Generation Engagement Platforms?

In the past five years, the telecom business is going through slow decline as core voice and messaging businesses continue to shrink and social media platforms such as Facebook, WhatsApp and YouTube are being widely used for personal and professional communication. The increasing importance of social media has led operators to provide next-generation engagement platforms such as telecom portal (e-commerce website), customer web portal, mobile app, kiosk at public places, social media platforms, e-mail, interactive voice response, chatbot and click-to-call.

However, when it comes to resolving queries, customers have to either visit the store in person or contact the customer care via e-mail or phone. Digitization is set to change it all. Telecom operators can now offer innovative real-time self-care facilities to enhance customer experience. The benefits of using feature-rich customer engagement platforms are far more than the cost involved.

According to Forrester report, 89 percent of subscribers are willing to switch their operators if they are unsatisfied with the customer care. As per Gartner report, cancellation rate can increase by 15 percent if organizations fail to respond to customers on social media. So, it is evident that the customers need to give more importance to self-care options, which have a crucial role to play in improving customer loyalty and satisfaction. In this context, it is important for us to understand the benefits of self-care in enhancing customer experience.

What are the Benefits of Self-Care?

Reduce customer contact center cost: Self-care reduces the operational overhead cost of serving inbound support calls and email enquiries.

Improve customer loyalty: Self-care minimizes churn by improving customer experience. It enables the operators to easily connect with their subscribers and ensure faster query resolution resulting in increased customer satisfaction.

Increase revenue: Self-care allows subscribers to access, manage and configure plans or services from anywhere and on any device which enables cross-selling and up-selling of revenue opportunities.

Personalization & promotional activities: Personalized self-care app gives more control to customers. Operators can roll-out new plans which in turn increase revenue opportunities.

Customer behavior analytics: Operator can capture and leverage data collected from frequent transactions through self-care channels and advanced analytics helps operators to provide real-time contextual offers.

Acquire new customers: Anytime, anywhere access allows operators to increase their subscriber base by enabling mobility and real-time access to service and support. With the changing digital landscape and customer expectations, providing a seamless self-care service remains as one of the top priorities of telecom operators on their path towards digital transformation.


What is WiFi?

Put simply, WiFi is a technology that uses radio waves to create a wireless network through which devices like mobile phones, computers, printers, etc., connect to the internet. A wireless router is needed to establish a WiFi hotspot that people in its vicinity may use to access internet services. You’re sure to have encountered such a WiFi hotspot in houses, offices, restaurants, etc.

To get a little more technical, WiFi works by enabling a Wireless Local Area Network or WLAN that allows devices connected to it to exchange signals with the internet via a router. The frequencies of these signals are either 2.4 GHz or 5 GHz bandwidths. These frequencies are much higher than those transmitted to or by radios, mobile phones, and televisions since WiFi signals need to carry significantly higher amounts of data. The networking standards are variants of 802.11, of which there are several (802.11a, 802.11b, 801.11g, etc.).

What is an Optical Fibre Cable?

An optical fibre cable is a cable type that has a few to hundreds of optical fibres bundled together within a protective plastic coating. They help carry digital data in the form of light pulses across large distances at faster speeds. For this, they need to be installed or deployed either underground or aerially. Standalone fibres cannot be buried or hanged so fibres are bunched together as cables for the transmission of data.

This is done to protect the fibre from stress, moisture, temperature changes and other externalities. There are three main components of a optical fibre cable, core (It carries the light and is made of pure silicon dioxide (SiO2) with dopants such as germania, phosphorous pentoxide, or alumina to raise the refractive index; Typical glass cores range from as small as 3.7um up to 200um), Cladding (Cladding surrounds the core and has a lower refractive index than the core, it is also made from the same material as the core; 1% refractive index difference is maintained between the core and cladding; Two commonly used diameters are 125µm and 140µm) and Coating (Protective layer that absorbs shocks, physical damage and moisture; The outside diameter of the coating is typically either 250µm or 500µm; Commonly used material for coatings are acrylate,Silicone, carbon, and polyimide).

An optical fibre cable is made up of the following components: Optical fibres – ranging from one to many. Buffer tubes (with different settings), for protection and cushioning of the fibre. Water protection in the tubes – wet or dry. A central strength member (CSM) is the backbone of all cables. Armoured tapes for stranding to bunch the buffer tubes and strength members together. Sheathing or final covering to provide further protection.

The five main reasons that make this technology innovation disruptive are fast communication speed, infinite bandwidth & capacity, low interference, high tensile strength and secure communication. The major usescases of optical fibre cables include intenet connectivity, computer networking, surgery & dentistry, automotive industry, telephony, lighting & decorations, mechanical inspections, cable television, military applications and space.

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Seamless Self-Care as Top Priority for Telcos

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