Telecommunications

Trindent understands the challenges of today's evolving telecommunications industry. We look for practical ways to grow revenues, and minimize costs. We work with your front-line staff to engineer change, and focus on aligning the fundamental processes, tools and behaviors needed for competitive advantage.
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TELECOMMUNICATIONS

Telecommunications has become such a complex industry, and as it approaches true convergence of mobile, internet, cable and traditional home phone services, there are tremendous growth opportunities.

Trindent engagements in telecommunications seek to improve customer retention in a rapidly-churning industry. We apply our unique 'interruption theory' approach to viewing customer defections. Only when customer expectations are fully understood and key interruptions anticipated and neutralized, can we optimize the duration and profitability of customer relationships.

Trindent is a true-problem solver in this regard, because we work along side your sales representatives, CSR's, marketers, and product development teams to put customer-driven processes, tools and management behaviors in place. Within as little as 15 weeks, you will start to see improvements in customer retention and share of wallet.

1. Strategy - Trindent will help you develop an approach that links the expectations of your customer base to your front-line employees. After all, the key to sustained growth is being able to consistently delight customers. We will then custom-build the processes, tools and management behavioral models that will allow you to make this strategy a reality.

2. Process - Key service and installation processes will be mapped out and critiqued as a collaborative exercise. We will then remove barriers to performance, operational constraints, and proceed to free up lost time for additional calls and value-added activities.

3. Tools - We will custom-design a set of tools to track key volume and performance metrics and provide your management team with custom-built, critical business intelligence tools that work in real-time, identifying opportunities to improve customer retention.

4. Management - Experience tells us that effective management behaviors and reward alignment ensures that gains are sustained and continuously improved upon. All of our tools are non-proprietary, and we make great efforts to coach and ensure sustainability.