Australian incumbent Telstra has increased its annual revenues by 1.9 per cent to A$25.98bn (US$23.58bn) for the year to end June 2013, while net profit jumped 12.9 per cent to A$3.9bn. CEO David Thodey said the firm’s performance was down to improvements in customer service and focus on growth businesses. The firm added 1.3 million mobile subscribers during the 12-month period.
The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator.
Operator group Telefonica has implemented a chat application to power its customer service and to support its operations in Spain. The group has invested in software provider Moxie Software’s Chat Spaces solution as it looks to engage customers across multiple communication channels.
Australian telecommunications providers have been given until February 2012 to improve their customer service and complaint-handling, or they will face tougher regulation.