Telcos, please stop paying mobile bills for your employees!

We all have our stories about Telecom Operators or Mobile Service Providers. I prefer to tweet and receive a call than just calling on customer support and waiting on long hold times. There is so much outrage on Twitter / Facebook against Telcos. Love-hate relationship. At times I end up feeling that the job of Social Media teams of telecom operators maybe more difficult than… err.. Alaska Crab Fish Jobs.

Despite the amount of outrage / complains / feedback, we have wondered multiple times – why do they fail to understand their customer’s agony/pain? How can they just goof up at times on plain simple things?

The answer is ridiculously simple. Most decision makers / process managers / folks in management working at Telcos are given mobile connections which are either not-billed or payed by the company itself. So their employees never or very rarely do any interactions with their own customer service staff like their customers do.

Telcos, there is one phrase extremely popular in the tech startup ecosystem – “Eating your own dog food.” It simply means – use own products / services exactly how your customers do.

To cut the story short – “Telcos, please stop paying mobile bills for your employees. Let them do it for themselves. Treat them as your customers and just see how your processes become more efficient and customer satisfaction scores improve. Eat your own dog food. Please!”

  • http://www.desinle.com/ Desinle

    is it regard to specific companies or all the telcos

    • http://www.beingpractical.com Pravin J

      most of the telcos. will be happy to know any specific ones who don’t. do share… i think its a good practice.

  • Abhishek Rai

    Hi,

    I have worked with one of the Telcos as Area Manager, long back. Well, the connection is given free because, contrary to what you have written, we have to talk a lot lot on phone than you can ever imagine, including to CS. If a Telco Sales guy works for 10 hours, then I guess its more than 60% of time he is phone, solving one or other issue. YEs, the higher up you go, the lesser the time spent, but anyways, those guys are aware of everything.Also, there are couple of other reasons to do that.If the connections are made paid, then you and I as customer will suffer horrendously. Go to a Telecom outlet, and observe if a disgruntled customer comes over there, then what does the retailer do.It all starts from there.I am sorry, but you have seen only side of the coin.Good luck!!!

    • http://www.beingpractical.com Pravin J

      Abhishek, Exactly the point I am trying to make here – don’t have those disgruntled customers in first place by knowing what they suffer through. Running away from problems never leads to solution.

      I have known telecom industry, worked with multiple VAS professionals – I know they work hard. Never doubted that. But everyone works hard, almost everyone needs to talk a lot on phone. If free connection is a perk, it could be handled in any way. Let employees pay the bill, and later get it reimbursed.