3 steps to increase the Quality of Experience and reduce churn

The hyper-connectivity and increase in the use of telephony services during the last two years has converted communication services into an essential element to maintaining the global economy. The number of connected users has risen due to new work models and to the need for distant social interaction during the isolation periods of the last two years. 

This event attributed more relevance to the user experience of connected devices and favored the search for better quality services. Currently, the consumer is connected for longer and therefore more sensitive to the quality of service offered by his telecom service operator. 

In addition to the increased competitiveness of services, fresh players, and new flexible models in the market, the QoE index (Quality of experience) of a service becomes critical for Communication Service Providers success, Mobile Virtual Network Operators (MVNOs) business model.  

Quality of Experience is the index that measures the user’s perception during the interaction with a service or product, and the satisfaction in relation to the service offered. Although the results are not communicated publicly, this index is gaining more importance in the company’s KPIs (Key Performance Indicators), since it may represent an increase in churn. 

Prioritizing the quality of the user experience is a tool to reduce churn and at the same time increase subscriber loyalty, consequently reducing efforts to bring new subscribers. Therefore, more and more communication service providers are implementing solutions that combine some strategic steps to increase user satisfaction. Here are some of them: 

1 Voice-Over-LTE (Vo-LTE) Calling experience 

 

For those who are not familiar with the technology, Voice Over LTE offers the ability to make voice calls over the LTE/4G mobile network. Although not all mobile devices are compatible with VoLTE (Voice Over Long-Term Evolution), there are more devices on the market that are compatible.  

Calls made over the LTE/4G mobile network have higher voice quality and are made faster. In addition, it is possible to use LTE/4G data services, such as web browsing and internet linking during calls. 

For operators, VoLTE is another opportunity to increase revenue through the availability of new services. Once they provide software that enables its use, companies can create extra offerings such as video calls, sending files during calls and other features. 

2 Rich Communication Services 

 

Also known as RCS, Rich Communication Services is a protocol created between operators and devices with the main purpose of replacing and improving the user experience of SMS and MMS messages. RCS makes it possible to exchange messages with media that promotes greater interaction between users and subscribers, such as photographs, movies, and audio files. The messaging protocol has security features including sender verification to improve customer service and ward off spammers. 

According to GSMA knowledge about RCS Business Messaging, companies can unlock new opportunities to raise customer engagement with RCS by implementing chatbots and artificial intelligence in their direct to market communication channels. Users will have the possibility to receive detailed notifications such as boarding passes and payment notifications without having to open an app or web browser. 

3 Device authentication  

 

The new line of companion devices is taking the market by storm, and the trend is for exponential growth over the next few years. With more devices becoming part of subscribers’ daily lives, operators have a new opportunity to unlock new services and increase ARPU through entitlement solutions that allow them to activate service subscriptions remotely. An advanced device entitlement solution allows operators to orchestrate and monetize next generation eSIM enabled wearable devices such as smart Watches.  

In addition to wearable devices, market demand is also growing for other connected devices, leading operators to face the need to automatically manage services that were normally done through the device. An entitlement server streamlines subscriber authentication and OTA (over the air) entitlements by allowing the operator to manage all these elements from a single server.

Want to know more about how Sicap’s solutions to reduce churn? Download our eBooks with the details of our solutions and Request a demo today. 

About Sicap

 

Sicap is a global telecommunication solution provider enabling Mobile Network Operators and Mobile Virtual Network Operators (MVNOs) to deliver an all-encompassing customer experience to make the mobile world more profitable, manageable, and secure.  

Founded 20 years ago as a Swisscom spin-off, Sicap now works with 80 mobile operators and MVNOs (mobile virtual network operators) in 76 countries. Its international team is available worldwide to ensure excellent customer service.  

Today Sicap is part of Lumine. Lumine Group is a Portfolio of Volaris Group, a subsidiary of Constellation Software Inc, a global multi-billion-dollar company based in Canada and listed on the Toronto stock exchange.  

Sicap solutions are built on its superior expertise in mobile device intelligence, SIM and device management, and big data analytics. The solutions are grouped into three areas: Device and SIM Management, Customer Insight and Engagement, and Mobile Security.  

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