Enhancing telecom CX with noise cancelling apps

In the competitive landscape of telecommunications, a superior Customer Experience (CX) signals a key differentiation. McKinsey reports that telecom providers who prioritise CX enjoy customer satisfaction rates rising by as much as 15 points and a 40% drop in churn rate. However, exceptional CX is contingent on high-quality, clear communication: an area requiring urgent attention from the industry as a whole.

Industry regulator Ofcom recently voiced concerns over customer service standards in telecoms, citing room for significant improvement. Despite many telecom companies' public commitment to new standards, the reality of customer service in the sector leaves much to be desired. While the report acknowledges some progress, it maintains that firms should strive to go further in their customer service efforts.

Significant players in the industry find themselves at the bottom of Ofcom’s customer service rankings due to lengthy waiting times and inadequate solutions to complaints. This serves as a stark reminder that adopting new standards isn't enough in itself; companies must follow through on these commitments with consistent action. Smaller players may take special note: here is an opportunity to level up, if not overtake, the traditional leaders in the telecoms industry. Ways to get ahead include embracing innovative software such as noise removing technologies and supercharging customer reviews and satisfaction.

Clear, noise-free communication is more than a convenience; it's a critical element in building trust and understanding within the customer base. Brand reputation is made or broken in the first customer interaction, and, with 50% of bad ratings leading to some form of public feedback, telecom companies not only need to be getting it right, but getting it right first time.

It’s worth arguing that a change in attitude is required to stay ahead: rather than aiming to be industry leaders, a more pertinent goal is perhaps to be “loyalty leaders”. As the Harvard Business Review reports, “loyalty leaders grow revenues roughly 2.5 times as fast as their industry peers.”

For telecom companies, adopting technologies like IRIS Clarity not only facilitates effective problem resolution but also fosters an environment where customers feel genuinely heard and understood. The result of eliminating background noise is a significant increase in customer loyalty and satisfaction, which can have long-term benefits for business sustainability and growth.

In an industry where competition is relentless, embracing emerging sound technology provides a strategic advantage, aligning with Ofcom’s expectations and enabling differentiation in a crowded market. By adopting noise removing technology, telecom companies can transform the quality of their customer interactions, thereby elevating their brand above the competition.

Looking at the example of Tesco Mobile provides a clear picture in terms of getting ahead of the crowd. In Ofcom's recent ranking, Tesco Mobile scored highest for customer satisfaction, in part due to its clear and effective communication. As per the report, customers lauded the company’s ability to provide concise information, handle issues effectively, and ensure the clarity of conversations.

The above goals should be achievable for all telecom providers, yet the industry seems slow off the mark. Companies that have yet to invest in enhancing their audio quality risk finding themselves falling behind. IRIS Clarity not only aligns telecom companies with regulatory standards but also presents a valuable opportunity to differentiate their brand, win customer loyalty, and gain a much-needed competitive edge.

High-quality, clear communication is a cornerstone of exceptional CX. In an industry where competition is intense, telecom companies cannot afford to overlook the substantial impact that background noise cancellation apps can have on their CX.

With IRIS Clarity, telecom companies can not only meet regulatory expectations but also elevate their customer service to new heights, thereby securing a significant competitive advantage.

As the industry continues to evolve, the necessity of investing in innovative technologies to improve CX is becoming increasingly clear. IRIS Clarity represents not just an advancement in audio quality, but a strategic investment in the future of telecoms CX - start your 7 day free trial today.