‘Faceless’ telecoms firms must change, says TWL MD

‘Faceless’ telecoms firms must change, says TWL MD

‘Telecoms companies are faceless organisations,’ according to the MD of TWL Voice and Data,
who believes that businesses need to make customer service a priority.

Speaking to Mobile, Andrew Nicholson (pictured) claimed that telcos put emphasis on sales, rather than on delivering a quality service. He said: ‘I think we need to re-jig people’s perceptions of telecoms companies through offering IT-level customer support to our clients.

‘It's all too common for telecoms companies to be seen as large, faceless organisations who are more interested in a high level of sales rather than the focusing on giving the customer a good-quality experience. Our organisation is heavily customer service led. We make sure that we justify our service costs instead of just taking customers’ money with little regard for the customers’ needs.'

The unified comms dealer recently announced ambitions to be leading the telecoms space within five years through a number of acquisition drives. Nicholson explained that businesses are still faced with a number of challenges in the market, claiming that as customers become more price driven, businesses need to offer quality services.

He said: ‘One of the biggest challenges businesses face in the telecoms market is quality staff. Another problem can be ‘one-man bands’ undercutting larger organisations – it's difficult for these small outfits to maintain the quality of service and support required after installation.
‘As in most industries, another problem is price-driven customers who want to get the cheapest deal. It’s better to pay for quality than get a low price and have additional maintenance costs due to the first instance of service being poor.

 ‘We want to push further into the mobile market but in addition to this we also want to cross sell our other products alongside mobile as our products go hand in hand. I think that the market is definitely going more in favour of mobile.’

Nicholson believes that the push into connectivity will see more and more mobility services merge onto one device. He believes that rather than the Internet of Things (IoT) becoming more prevalent, technology will migrate in the opposite direction.

‘Connectivity is one of the biggest changes in the market. This has allowed people to implement more cost-effective solutions within the industry. In the not-so-distant future there will be one device that does everything you need it to do, rather than a range of different systems.

In terms of consumer demand for IoT devices, I think that it's more likely to go the other way, with everything migrating onto one device rather than the range of IoT products broadening further.’


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