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Top Customer Service Issues and CustomerServ’s Call Center Expertise in Wireless & Mobility

CustomerServ’s Wireless & Mobility Outsourced Call Centers Boost Loyalty in the Face of Rapid Expansion

Consumers are more connected than ever before. In 2018, American consumers connected 421.7 million wireless devices — nearly 1.3 devices for every person in the country, according to the CTIA 2019 Annual Survey. The skyrocketing growth of wireless devices has translated into unprecedented demand for mobile data. The CTIA found that mobile data use nearly doubled in the U.S. from 2017 to 2018 — an 82% increase in one year. Voice calls and text messaging use also rose (9.6% and 15.8%, respectively).

Wireless providers have been investing billions of dollars in expanding the infrastructure and developing technology to meet consumers’ current mobile data needs, as well as future capacity as more types of devices are added to the network. As the industry gears up for 5G deployment to deliver increased speeds and agility, mobile device makers are racing to design 5G-compliant products for the consumer market.

The initial rollout of 5G technology is expected to transform the telecom marketplace and create new revenue opportunities for wireless providers. As Deloitte’s 2019 Telecommunications Industry Outlook points out, more B2B partnerships will form with automobile makers (connected cars), local governments (smart cities), retail brands (brick-and-mortar showroom experiences) as well as with providers of mobile health care and mobile payment solutions.

For consumers, the intense competition in the market is driving down prices while providing faster speeds and more value-add products and service plans. Yet while wireless providers focus spending and internal efforts on expanding capacity to pave the way for the future of mobility, it is vital that the emphasis on enhancing the customer experience not fall to the wayside. Today’s wireless consumers are fully in control and are no longer locked to a carrier by device. With the freedom to effortlessly switch among providers and more options from discount carriers entering the market, the ability to deliver a superior end-to-end experience will likely be the differentiator that boosts customer retention and profitability.

Top Customer Service Challenges for the Wireless & Mobility Industry

Today’s consumers have high expectations for service delivery that have been shaped by leading brands across industries. For wireless & mobility companies, providing a seamless, high-touch customer experience will increase loyalty in the face of growing competition, innovative digital interfaces and pricing wars. 

The top customer service challenges facing wireless & mobility providers include: 

  • Transforming traditional product-oriented thinking and processes into a customer-centric mindset that is agile and can shift to meet evolving customer expectations.
  • Providing customer service and support in an increasingly complex ecosystem of connected devices will require wireless providers to upskill and empower frontline service and support agents to handle complicated setup and troubleshooting interactions involving multiple device types, brands, models and mobile operating systems. To be effective, agents require critical-thinking and problem-solving skills, and additional training to understand the full wireless device ecosystem. 
  • Similarly, the field service technician’s role will require more knowledge of the wireless ecosystem as their role expands from modem and network installations to ensuring that the all of the consumer’s devices can connect with wireless networks. 
  • Providing proactive consumer education on device setup, operation and how to get the full benefits from a product’s features/capabilities.
  • Building and maintaining robust, up-to-date knowledge bases that span the ecosystem of mobile devices and mobile operating platforms.
  • The capacity to quickly ramp up customer service and sales staff for high-volume periods, such as the holiday shopping season, as well as during and after product or service plan promotions.
  • Generating more revenue through upselling and cross-selling products and services.
  • Applying analytics to collect insights about customers’ wants and needs for more innovative products and services, as well as improvements to service delivery.
  • Providing transparency regarding consumer privacy and data security protocols, as well as consumer instruction on how to ensure that their connected devices are secure from cyberattacks.


CustomerServ’s Wireless & Mobility Outsourcing Vendors Are Experts in Delivering World-Class Customer Service and Support

CustomerServ’s world-class call center vendors provide wireless & mobility companies with a superior end-to-end customer experience that builds loyalty, retention and revenue. Our contact center services include:

  • Handsets, tablets and wearables
  • Pre-paid and post-paid services
  • IoT devices
  • Device production and insurance
  • Customer service
  • In-app support
  • Sales – new customer acquisition
  • Customer retention and saves
  • Upselling and cross-selling products and service plans
  • New product setup assistance
  • Customer education and onboarding
  • Help desk, product and network troubleshooting
  • Live chat, email and SMS support
  • Social media support
  • Billing, adjustments and returns 
  • Collections
  • Bilingual and multilingual call centers
  • Onshore, nearshore and offshore call center sites
  • Compliance with PCI, GDPR, CCPA standards
  • Consumer and business-to-business