Are your customer service capabilities ready to deal with tomorrow’s devices?

The first iPhone was launched in 2007. And yet, with more than a decade of smartphone ownership under our belts, many telcos still struggle to achieve high levels of customer satisfaction when it comes to managing issues, faults and repairs.

The real cost of ‘No Fault Found’

It’s been said that no more than one in 10 of all phones sold are reported as faulty at some point. Of these, roughly half are returned, and half of those returned are found to have had nothing wrong with them. No Fault Found in telco is a $4bn problem.