Been with Bell for over 25 years now. I have been in cell industry as my first couple jobs. Things have changed. If I were you, I would implement the and promote the latest technologies and the fact that competition is uding legacy technology. Have automated customer service online to handle 80% of the commonly asked questions - to be efficient, reduce costs and then focus on supporting the 20% of customer issues properly. If you screw up, admit it, say sorry, offer a credit for the troubles and fix it. Period. Move on. GEt the latest phones. You may not get the iphone but I suggest leveraging the trend to Android if you can. They have alot of potential. Also, Blackberry, since they are Canadian too. IF a customer calls from their cell phone, dont go through the 15 security questions which is tiring and frustrating. If the call display shows the caller is calling and you have a voiceprint, talk to them. While on hold ask them how you can do better. The hold time is an opprtunity to learn from them. Have an option to press a ## to leave a message and still be on hold. Direct comment to the President. A voicemailbox that you and your assistant reviews weekly and have a swat team onhand to handle issues on the fly. Partner with foriegn cell cos for roaming. PRICE trumps all. Offer an all you can eat calling and data plan for $$50 or $60. Simple on your billing, offers competitive advantage, less CSR/support calls and costs. Especially at the beginning years, support calls and CSR will be costly. Automate and simplify. Steve
I've been involved in the wireless industry for 7 years (employed) and indirectly for 14 years (as a consumer). This posting has a lot of valid suggestions. I like the 'leave a message while on hold' idea. I especially like the 'android' suggestion. Nice post and great input!
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